Customer Care Representative I
Cincinnati, OH
Location: Virtual This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.
Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.
This position requires on-site attendance for the first 2 days of training, with the remainder of the program conducted virtually. Full attendance (100%) is required during the entire 15 -week training period.
Start date: 11/2/2026
Hours: 8:30 AM - 5:00 PM EST during training
After training: 8-hour shift from 9:00AM-5:30PM EST Monday-Friday
The Customer Care Representative I is responsible for successfully completing the required basic training. Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. The positions requires that you must pass the appropriate pre-employment test battery.
How you will make an impact:
- Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
- Analyzes problems and provides information/solutions.
- Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
- Thoroughly documents inquiry outcomes for accurate tracking and analysis.
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
- Researches and analyzes data to address operational challenges and customer service issues.
- Provides external and internal customers with requested information.
- Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
- Uses computerized systems for tracking, information gathering and troubleshooting.
- Outbound calls are conducted in the ZipDrug business area.
- Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
- Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
- Strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver.
- Demonstrates empathy and persistence to resolve caller issues completely.
- Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
- Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
- Performs other duties as assigned.
Minimum Requirements:
- Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
Preferred Skills, Capabilities and Experiences:
- Computer skills experience preferred.
- Call center experience preferred.
