Customer Care Representative II

Customer Care Representative II Indianapolis, IN Location: This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support.  Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law. This position includes an onsite training and nesting period lasting approximately 8–16 weeks. Candidates must have 100% attendance during the full duration of training. Start date:10/12/2026 Training hours: 8:30 am - 5 pm EST or 8am-4:30pm EST Post Training: Ability to work any 8-hour shift M-F between 8 am and 10 pm EST, possible weekend OT as needed Here’s what Elevance Health offers: A career path with opportunity for growth Ability to obtain your Associate’s or Bachelor’s degree or further your education with tuition reimbursement. Affordable Health Insurance, Dental, Vision and Basic Life 401K match, Paid Time Off, Holiday Pay Annual incentive bonus and annual increases plan based on performance. At Elevance Health, the team is comprised of the best and the brightest from diverse experiences, cultures, and backgrounds. The differences we each bring to the table are a part of what makes our company so successful.  The Customer Care Representative II is 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. How you will make an impact: 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.   Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment. Strong verbal and written communication skills, both with virtual and in-person interactions.   Attentive to details, critical thinker, and a problem-solver. Demonstrates empathy and persistence to resolve caller issues completely. Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.   Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.   Performs other duties as assigned.

HS diploma or equivalent. Previous experience in an automated customer service environment; or any