Customer Care Representative I (contract)

Job ID: JP00045401

Anticipated Start Date: 04/21/2025

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

Responsible for successfully completing the required basic training. Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. Must pass the appropriate pre-employment test battery.

Primary duties may include, but are not limited to:
• Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Analyzes problems and provides information/solutions.
• Operates a PC/image station to obtain and extract information; documents information, activities, and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering, and troubleshooting.
• Outbound calls are conducted in the ZipDrug business area.

Requirements: • Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background. • Associates in this role are expected to have strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills. • Basic skills in MS Excel and Outlook. • Basic navigation skills in Google Chrome and Microsoft Edge. • Healthcare and Medicare experience a plus. • Minimum of 1 year of customer service experience. • Medical training and/or HIPAA experience is advantageous. • Familiarity with email (Outlook), online navigation, and data entry is a plus.

Job Type: Contract opportunity.

Additional Details:
• This position supports FL Health Plan members.
• Requires Level II Fingerprint screening.
• Remote work opportunity.
• Schedule:
• Training: 3 weeks, 8:30 am to 5 pm, remote.
• Nesting: 2 weeks, 8:30 am to 5 pm, remote.
• After training and nesting:
• Monday through Friday 8 hour shift between 8 am and 8 pm, remote from home.
• Occasional weekend days, 8 hour shift between 8 am and 8 pm, remote from home.
• Must be available to work the day after Thanksgiving, New Year's Day, and MLK Jr. Holiday.
• Attendance Policy:
• Based on occurrences; half occurrence for late arrivals/early departures (4+ hours worked), one occurrence for full-day absences (up to 3 days).
• Requirement to report attendance issues via department’s attendance line.
• New hires undergo an accelerated attendance policy with potential termination upon surpassing 2 occurrences in the first 90 days.
• Typical Day in the Role:
• Call center operates from 8 am to 8 pm, Monday through Friday (April 1 to September 30) and Monday through Sunday (October 1 to March 31).
• Associates work an 8-hour shift, handling over 40 inbound calls daily from plan members.
• Calls are logged in an online documentation system, with departmental knowledge base and instant messaging available for assistance.
• Shifts include two paid 15-minute breaks and one un-paid 30-minute lunch.
• Selling Points:
• Entry-level opportunity with Elevance Health through AFC.
• Possibility of permanent hire.
• Exposure to different plan aspects, valuable for other departments.
• Pathway to permanent positions with healthcare and other benefits.
• Excellent opportunity for career growth within the organization.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, contractors are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Pay Rate Range

Min Pay Rate

Max Pay Rate

Currency

Unit

13.41

25.92

USD

hourly

Additional Notes

Compensation is discussed with BCforward, the employer, upon a job offer. The pay offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the company.

Benefits Information

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

The company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws. This does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

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