Cust Care Rep I, II, or III - 20151

THIS POSITION REQUIRES A CUSTOMER SERVICE ONLINE ASSESSMENT, THE INVITATION WILL BE SENT TO YOUR EMAIL ADDRESS. When applying for this position if you are selected to move through the process please be aware that it is necessary for you to check your email regularly as the user id and password assigned and sent to you is time sensitive. You also may need to ensure your email account will accept email from an unknown address, WellPoint.com.

After successfull completion of the required basic training, the essential duties include, but are not limited to: be able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. Responds to 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. Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims. Seeks, understands and responds to the needs and expectations of internal and external customers. Performs other duties as assigned.
REQUIREMENTS
High School diploma or GED and three to six months experience in an automated customer service environment or equivalent combination of formal education and relevant experience. Basic computing and keyboarding skills including proficiency with database management. Strong attention to detail to accurately enter data and research and resolve questions. Strong verbal communication skills including active listening; uses basic written communication skills to record client activity in database.