Online Chat care

Elevance Health is seeking a dedicated Online Chat Care professional to join its dynamic customer support team, where you will serve as a primary point of contact for members seeking assistance through digital chat channels. In this role, you will provide timely, accurate, and empathetic responses to inquiries ranging from benefits clarification to service enrollment, ensuring each interaction reflects the organization’s commitment to member wellbeing. You will collaborate closely with cross‑functional teams—including clinical, billing, and IT—to resolve complex issues, share insights, and continuously improve the digital experience. The position offers a supportive environment that encourages continuous learning, with access to training resources, mentorship, and opportunities to develop expertise in health plan operations and emerging communication technologies. By delivering exceptional service, you will directly influence member satisfaction, promote health literacy, and contribute to Elevance Health’s mission of improving health outcomes for the communities it serves.

CONTACT INFO elevance.healthcare@mail.com

Requirements:

• Minimum of 1 year experience in online chat support or related customer service roles, with a proven ability to handle high‑volume digital interactions.
• Strong written communication skills, including clarity, grammar, and empathy, essential for effective virtual assistance.
• Familiarity with healthcare terminology, benefits plans, and member services to accurately address inquiries.
• Proficiency with chat platforms, ticketing systems, and CRM tools (e.g., Zendesk, Salesforce) for efficient case management.
• Ability to work independently while collaborating with multidisciplinary teams to resolve complex member issues.
• Excellent problem‑solving and multitasking abilities, with a focus on maintaining high quality and compliance standards.

Roles and Responsibilities:

• Respond to member inquiries via live chat, providing accurate information on benefits, coverage, and service options.
• Escalate complex or urgent issues to appropriate internal teams while ensuring timely follow‑up and resolution.
• Document all interactions in the CRM system, maintaining detailed records for audit and quality assurance purposes.
• Identify recurring member concerns and collaborate with process improvement teams to develop proactive solutions.
• Participate in regular training sessions and knowledge‑base updates to stay current on policy changes and platform enhancements.
• Adhere to privacy, security, and compliance standards, safeguarding member data throughout each interaction.
• Contribute to a positive team culture by sharing best practices, supporting peers, and engaging in continuous improvement initiatives.

Budget:

• Maximum Budget: $85,000 USD per year
• Job Type: Payroll
• Experience Range: 1 to 30 years