Payee Services Representative II at Zelis in St. Petersburg, FL

Position Overview

Handles more complex customer issues and provides guidance to other representatives. Works independently within established guidelines and contributes to process improvements.

What You’ll Do:

• Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments.

• Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries.

• Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs.

• Ensure accurate and complete documentation of customer cases, including resolution steps, follow-up actions, and feedback for quality assurance.

• Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross-functional issues impacting customer experience.

• Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors.

What You’ll Bring to Zelis:

• Minimum of 1+ year of experience.

• Payments-related experience helpful.

• Experience using AI tools is strongly preferred, including an understanding of how to design and develop effective prompts and/or AI agents.

• Healthcare helpful.

• Basic Excel, SQL, PowerBI experience helpful.

• 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.

• Works independently with minimal supervision and contributes actively to team success.

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.

  

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.