Customer Service

Live Chat Specialist

We are seeking a Live Chat Specialist to join our remote operations team. As the first point of contact for members and prospective clients, you will provide real-time support through live chat, answer questions about our health solutions, and guide individuals to the resources and services they need. This role is essential in ensuring a seamless and compassionate member experience while upholding Elevance Health's mission of advancing whole-health care.

Key Responsibilities:

• Member Engagement: Greet and assist members and prospective clients with professionalism and empathy via live chat.
• Service Support: Provide accurate information on Elevance Health services, resources, and coverage options. Assist members in understanding benefits, provider availability, and wellness programs. Share details about health plan features, preventive care options, and member resources.
• Scheduling & Navigation: Help members schedule appointments, access telehealth services, and connect with care providers. Provide reminders and ensure members are supported throughout the scheduling process.
• Issue Resolution: Address common concerns regarding coverage, billing, or technical platform support. Escalate complex cases to the appropriate department while ensuring timely follow-up.
• Information Management: Gather and document member details, preferences, and service requests. Maintain accurate and confidential records in CRM and other support tools.
• Feedback & Insights: Encourage members to share feedback and identify recurring issues. Provide insights to management to continuously enhance the member experience.
• Collaboration & Continuous Learning: Work closely with operations, clinical, and customer care teams to deliver coordinated service. Stay current on Elevance Health products, services, and industry best practices. Participate in training and development to strengthen healthcare knowledge and communication skills.

Skills & Attributes:

• Communication: Strong written communication with clarity, empathy, and professionalism.
• Customer Service: Compassionate, patient, and dedicated to member well-being.
• Technical Skills: Proficient in live chat systems, CRM tools, and digital healthcare platforms.
• Problem-Solving: Ability to quickly assess issues and provide effective solutions.
• Multitasking: Skilled at managing multiple chats while maintaining accuracy.
• Adaptability: Open to continuous learning and evolving healthcare technologies.

Performance Metrics:

• Response Time: Timely resolution of member inquiries.
• Quality of Service: Measured by member satisfaction and feedback.
• Accuracy: Precision in documentation and information delivery.