Care Concierge

Responsibilities

• Respond to inbound calls, emails, chats, web requests and voicemails.
• Document member interactions accurately.
• Promote SmartShopper products and services.
• Research and resolve claims, eligibility, and incentive inquiries.
• Coordinate with providers, health plans, finance, operations, and data teams.
• Support quality, training, and member engagement initiatives.
• Execute approved member search backdates.
• Perform advanced reward payment research.
• Support operational reporting and process improvement.
• Other Responsibilities as Assigned
• Special projects as assigned by the leadership team.
• Miscellaneous office duties as assigned.
• Backup to other positions as assigned by leadership team.
• What You'll Bring to Zelis:
• Minimum 1+ years customer service experience.
• Healthcare experience required.
• CRM experience including Salesforce/CX1 preferred.
• Strong healthcare literacy and customer service skills
• Knowledge of medical claims and coding preferred.
• Bilingual English/Spanish preferred.
• 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
• 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.
• Equal Employment Opportunity
• 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 w

Benefits

Additional Information

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 The Care Concierge I delivers call center-based telephonic support to members (consumers) of Zelis Member Engagement & Transparency and SmartShopper health plan and employer group clients who are actively shopping for cost-effective medical procedures. This role is part of a broader Care Concierge team dedicated to providing an exceptional customer experience, recognizing that each interaction represents an individual seeking guidance, education, and ongoing support to make informed and confident healthcare decisions. The ideal candidate will effectively communicate, educate, document, and report on all member interactions with minimal supervision. This position operates within a distributed team across multiple states where Zelis conducts business. Candidates must reside within 50 miles of a Zelis office location.

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