Customer Care Specialist

Zelis Healthcare LLC

Job Overview

Location

US GA Remote

Job Type

Full-time

Full Job Description

📋 Description

• Handle moderately complex customer issues requiring deeper product knowledge, multi-step troubleshooting, or coordination with internal departments such as billing, technical support, or fulfillment.
• Serve as a resource for other customer representatives by providing guidance, informal coaching, and support in resolving customer inquiries.
• Analyze customer interactions to identify patterns, recurring issues, or systemic gaps, and proactively suggest improvements to scripts, workflows, or FAQs.
• Ensure accurate and complete documentation of all customer cases, including resolution steps, follow-up actions, and feedback for quality assurance purposes.
• Collaborate with cross-functional teams to resolve issues that impact customer experience, ensuring alignment across departments and timely resolution.
• Contribute to process improvement initiatives by pilot testing new tools, procedures, or AI-driven solutions, and providing actionable feedback to supervisors.
• Work independently within established guidelines while maintaining high standards of accuracy, efficiency, and customer service.
• Utilize AI tools skillfully to enhance productivity, develop intelligent prompts, and create or refine AI agents that support customer service workflows.
• Maintain advanced organizational skills to manage multiple concurrent projects, prioritize tasks effectively, and meet deadlines without supervision.
• Communicate clearly and professionally with internal stakeholders, team members, and customers to ensure understanding and alignment on issue resolution.
• Demonstrate proficiency in Microsoft Office Suite and quickly adapt to new technologies, platforms, or internal systems as needed.
• Apply strong analytical and problem-solving abilities to diagnose root causes of customer issues and implement sustainable solutions.
• Maintain a detail-oriented approach to documentation, data entry, and process adherence to support compliance and quality standards.
• Act with agility and a growth mindset, embracing change and using modern technology to improve customer experiences and operational efficiency.

🎯 Requirements

• HS Diploma & 1-3 years of relevant experience
• Proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents
• Demonstrates advanced organizational and documentation skills across multiple concurrent projects
• Communicates effectively with cross-functional teams and stakeholders
• Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies
• Detail-oriented with strong analytical and problem-solving abilities

🏖️ Benefits

• Flexible hybrid work model guided by team and business needs, not fixed weekly schedules
• Opportunity to work with AI tools integrated into daily workflows to amplify impact and innovation
• Inclusive workplace culture that values diverse perspectives and experiences
• Access to collaboration opportunities with teams across U.S. office locations

Skills & Technologies

Remote

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Zelis Healthcare LLC

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About Zelis Healthcare LLC

Zelis Healthcare LLC provides cloud-based healthcare financial technology that streamlines payments, price transparency, and network management for health plans, providers, and consumers. Its platform automates claims processing, re-pricing, electronic payments, and member billing, integrating data analytics to reduce administrative costs and improve payment accuracy across the healthcare revenue cycle.

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