Job Description
Description At Zelis, we Get Stuff Done. So, let’s get to it! A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview Provides front-line customer service support by answering incoming calls, resolving basic inquiries, and escalating complex issues. Works under close supervision with clearly defined procedures. What You’ll Do: Respond to inbound customer inquiries using established scripts and protocols, ensuring accurate and courteous communication across phone, email, or chat platforms. Document all customer interactions thoroughly in the CRM system, capturing relevant details to support continuity and quality of service. Follow standardized troubleshooting procedures to resolve basic issues such as account access, billing questions, and general product/service information. Identify and escalate unresolved or complex issues to Level 2 or designated escalation teams, ensuring timely resolution and customer satisfaction. Maintain compliance with call center policies, including adherence to schedule, call handling time, and data privacy standards. Participate in training sessions and team meetings to stay current on product updates, system changes, and customer service best practices. What You’ll Bring to Zelis: HS Diploma & 0-1 yrs Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents. Strong organizational and documentation skills. Excellent communication and interpersonal skills. Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software. Detail-oriented with strong analytical and problem-solving abilities. Ability to work independently and as part of a team. Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future. Location and Workplace Flexibility We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Base Salary Range $14.00 - $18.00 At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role. Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage. Equal Employment Opportunity Zelis is proud to be an equal oppor