Customer Care Specialist at Zelis in Morristown, NJ

CUSTOMER CARE SPECIALIST Location: US NJ Morristown 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 Serves as a subject matter expert and handles escalated customer issues. Supports team leads and contributes to quality assurance and training efforts. What You’ll Do: • Resolve high-complexity or escalated customer issues, including those involving multiple systems, sensitive customer concerns, or urgent service failures. • Act as a subject matter expert (SME) for specific products, services, or processes, supporting team knowledge development and operational excellence. • Provide structured coaching and mentoring to other representatives, including shadowing sessions, feedback reviews, and skill development. • Monitor and evaluate call quality and performance metrics, identifying opportunities for improvement and assisting in corrective action plans. • Lead or participate in cross-functional projects, such as system upgrades, workflow redesigns, or customer experience initiatives. • Support training and onboarding efforts, helping new hires acclimate to systems, policies, and customer service expectations. What You’ll Bring to Zelis: • Associates degree & 1 year or HS Diploma and 3 yrs • Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents. • Leads complex initiatives with exceptional organizational and documentation practices. • Communicates effectively with cross-functional teams and stakeholders. • Leverages advanced proficiency in Microsoft Office Suite and enterprise platforms to drive efficiency. • Solves ambiguous problems using data-driven analysis and structured problem-solving. • Operates autonomously, mentors others, and fosters a collaborative team environment. 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 Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies. While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule. Base Salary Range $16.00 - $21.00 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 opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.    We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.    Accessibility Support  We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.     Disclaimer  The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.