Care Concierge - Shift: 1130 am - 8 pm EST at Zelis in US GA Atlanta

Summary: Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. The Care Concierge role involves providing front-line customer service support, answering incoming calls, resolving basic inquiries, and escalating complex issues. Responsibilities: - 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 Required Qualifications: - 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 Required Skills: Intelligent prompt development, Microsoft Office Suite, CRM system usage Benefits: 401k plan with employer match, Flexible paid time off, Holidays, Parental leaves, Life and disability insurance, Health benefits including medical, dental, vision, and prescription drug coverage