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Our Customer Care Representatives are making a difference in members' lives every day.

As a Customer Care Representative you will guide members through their healthcare experience, answer customer questions via phone, e-mail, or chat; or help providers with questions about member plans. You will be the person that members can rely on to help them navigate their healthcare needs by explaining their benefits, solving claim concerns, finding a doctor nearby or being their healthcare advocate. You will be their guide to a better healthcare experience by being proactive, anticipating next steps, and ensuring that they only need to call once to get the help they need.

Here's what a typical day may look like:

  • From the moment you login, you'll be focused on answering customer calls, demonstrating our values as you proactively work to resolve our members' questions and concerns
  • You'll strive for first call resolution, working to resolve member issues at the point of contact
  • Using dual monitors and leveraging computer based resources you'll find answers to customers questions, and help simplify next steps for members without giving them homework
  • Acting as an advocate for our members, you may reach out to partners in other departments, or to Doctor's office to help resolve a customer need or concern
  • You will be constantly learning, growing your knowledge and skills, and embracing new technology as we continue to evolve how we service our customers

Competitive Pay

  • Anthem offers competitive pay and quarterly bonus incentives based on individual and departmental performance.
  • Opportunities for Overtime
  • Annual increases based on performance
  • Special recognition programs and other incentives

8 Paid Holidays

Anthem recognizes the following holidays: New Year's Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Day after Thanksgiving, and Christmas Day.

Paid Time Off

Our PTO program offers you the flexibility to take time off for vacation, personal or family illness, or other personal or family needs while balancing meeting the needs of our customers.

Paid Paternity Leave & New Parent Transition Week

Our new Paid Parental Leave provides fathers and mothers with up to four consecutive weeks of paid leave after the birth or adoption of a child.

Health Benefits

We offer a comprehensive benefits package to meet everyones different needs. This includes excellent Health Insurance, Dental, Vision, Short Term Disability, Long Term Disability, Critical Illness, Accidental and Basic Life.

401K Match

Anthem has an outstanding 401(k) plan and match program. Through the 401(k) plan, both you and Anthem contribute to help build the foundation of your financial future. The plan allows you to save for retirement by setting aside eligible earnings from your paycheck on either a traditional pre-tax basis, or an after-tax Roth 401(k) basis, or any combination of the two. Anthem then matches your contributions up to a total potential match of 4.5%.

Employee Discount Program

Anthem offers access to employee discounts for many things from tickets, car rentals, and travel, to restaurants, car insurance, electronics and other merchandise.

Employee Stock Purchase Plan

Anthem offers associates the employee stock purchase plan (ESPP), which gives associates the opportunity to purchase Anthem stock at a discount through convenient payroll deductions.

Career Path Opportunities

Anthem has incredible career advancement opportunities. Many of our trainers, quality coaches, managers and leaders also began their careers as Customer Care Representatives. Managers evaluate you based on your skills, behaviors and performance for readiness for promotional opportunities as early as 9 months after you begin.

Development Opportunities

Anthem provides many development opportunities within your job, as well as access to learning resources such as: online courses, videos, professional certification and leadership development programs to support your professional and career development.

Education Assistance

Anthem encourages associates to pursue learning opportunities at accredited institutions toward the completion of under-graduate and post graduate degrees, and will reimburse full time associates for up to $5,000 in eligible expenses ($2,500 for part-time). You can earn your bachelors degree on us, through Anthem's partnership with Southern New Hampshire University - College for America program, a project based learning program designed for busy working adults.

Values in Action

This recognition program lets managers award a cash or noncash incentive. Cash incentives range from $25 to $5,000.

Wellness Center

Anthem supports you in your efforts to get and stay healthy by offering a wide range of wellness programs, an onsite fitness center, healthy food subsidies in our onsite cafeterias, onsite flu shots and health screenings, and subsidized Weight Watchers® subscriptions.

Community & Volunteerism

Anthem offers associates an inclusive and collaborative culture where everyone feels welcomed and respected. We also encourage you to volunteer within the community for your favorite nonprofit by giving you up to 8 hours per year of volunteer time off to work with eligible 501c3 public charities.

Associate Resource Groups

Our nine associate resource groups (ARGs) are formed around common interests, backgrounds and/or different aspects of diversity.

Through their work and influence, our ARGs offer:

  • Professional and personal development
  • Different perspectives and innovative ideas
  • Opportunities to connect culture to business decisions

Many of our locations have onsite fitness centers, cafeterias or mini marketplaces, and game rooms for use during breaks. We also offer free onsite parking even in our downtown locations.


  • Indianapolis, IN Corporate Office, L. Ben Lytle Center
  • Midland, GA
  • Tampa, FL
  • Denver, CO
  • Las Vegas, NV
  • Richmond, VA

Other large Anthem Call Center locations:

  • Tampa, FL
  • Mason, OH
  • Nashville, TN
  • Houseton, TX
  • Middletown, NY
  • Roanoke, VA
  • Fond du Lac, WI
  • Newbury, CA
  • Woodland Hills, CA
  • Rancho Cordova, CA
  • *This is not an exhaustive list of Anthem locations or amenities. Certain amenities may differ by location.

We view interviewing and the employment decision as a two way street, which begins with our Virtual Job Tryout.

The Virtual Job Tryout gives you a chance to gain some insight into what the job of a Customer Care Representative, and gives us the opportunity to assess your skills.

For the interview, we utilize a behavioral interview process to learn more about how you would approach scenarios, and gain insight into your experience. We invite you to also come to the interview with questions for us.

Before beginning background checks, we will let you know we are interested in extending an offer to you and discuss new hire class start dates.

📁
Business Support
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PS26767 Requisition #

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.


This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.



Business Analyst II or Business Analyst III - Remote within 50 miles commuting distance to Indianapolis-IN, Midland-GA, Richmond-VA, South Portland-ME, Denver-CO (PS26767)


This position collaborates with business and IT partners to facilitate and manage the end-to-end resolution of production issues which may impact multiple business areas, functions and system platforms. Collaborating with business partners, this position will drive timely resolution of production issues per agreed upon Service Level Agreements (SLAs).

 

 

Business Analyst II

 

Primary duties may include, but are not limited to:

·        Analyzes business needs to determine optimal means of meeting those needs.

·        Determines specific business application software requirements to address specific business needs.

·        Works with programming staff to ensure requirements will be incorporated into system design and testing.

·        Acts as liaison with users of the software to address questions/issues.

 

 

Business Analyst III

 

Primary duties may include, but are not limited to:

·        Accountable for end-to-end resolution of all reported incidents and inquiries.

·        Provide issue management by coordinating proper resources for resolution of high severity issues in a timely manner.

·        Triage a wide range of production issues; perform research & analysis required to determine root cause.

·        Analyzes complex end-user needs and develops specific business application software requirements to resolve production issues.

·        Route work to appropriate areas for further analysis as required or into appropriate process for resolution (e.g. LO, SSCR).

·        Perform analysis, testing and follow-up on all production support issues and/or inquiries.

·        Responsible for coordination with technical teams and any other areas required for issue/inquiry resolution.

·        Produce or request impact reports to identify claims impacted by a resolved system issue and ensure claims are adjusted.

·        Assess risk, ensure business partners understand risk/impact and assist in prioritization of production issues.

·        Analyzes system issues to evaluate root cause and design/develop solutions to mediate issue. Tests solutions, specifications, modifications or design changes.

·        Investigates and documents escalated issues and possible solutions to complex and moderately complex problems.  May consult with additional technology resources to solve issues requiring other specialized technical support.

·        Ensures the appropriate escalation process is followed including open flow of information within the organization and with business, Enterprise Benefit Administration (EBA) & IT partners.

·        Tracks trends and report issues to management, providing recommendations for processes and/or systematic solutions to reduce production issues.

·        Participates in and/or facilitate the resolution of core issues with various team members to meet turnaround Time (TAT) performance.

·        May provide training to customers on software applications and prepare operations, procedures, and methods documentation.



SKILLS & COMPETENCIES:


- Strong analytical and project management skills required, including a thorough understanding of how to interpret.
customer business needs and translate them into application and operational requirements.
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.
- Capability to lead an internal strategic and/or continuous improvement activity with minimal supervision.
- Proficient with Jira Biz/Jira Enterprise.
- Demonstrated experience on design & development of use case diagrams, business process model diagrams & flowcharts.
- Demonstrated experience with Root Cause Analysis and methodology.
- Ability to analyze and document complex business processes.
- Advanced skills in Outlook, Word, Excel, Visio, and PowerPoint.

 

Preferred Experience:

 

BA II/III;
- Extensive knowledge with Enrollment & Billing and ISG/WGS experience.

- Proven and demonstrated skills in requirements development, requirements management and application of best practices.
- Business Analyst certification from a recognized industry organization.
- Lean/Six Sigma/Agile and/or PMP certification.

BA III;

-4-7 years of hands-on experience analyzing processes in support of health care Enrollment & Billing processing systems.

-Experience communicating with a variety of both business and technology stakeholders and cross-functional groups.

 

 

 


BA II Qualifications;

·        Requires a BS/BA degree, 

·        3-5 years related business analysis experience, or any combination of education and experience, which would provide an equivalent background.

 

 

BA III Qualifications:

·        Requires a BS/BA degree, preferably in information systems, computer science or engineering.

·        5-7 years of business analysis experience that includes knowledge of systems capabilities and business operations; or any combination of education and experienced, which would provide an equivalent background.

 

 

If this job is assigned to any Government Business Division entity, the applicant and incumbent fall under a 'sensitive position' work designation and may be subject to additional requirements beyond those associates outside Government Business Divisions. Requirements include but are not limited to more stringent and frequent background checks and/or government clearances, segregation of duties principles, role specific training, monitoring of daily job functions, and sensitive data handling instructions. Associates in these jobs must follow the specific policies, procedures, guidelines, etc. as stated by the Government Business Division in which they are employed.

 

 

**This position is posted as a job family and the selected candidate will be placed into the job level commensurate with their experience


Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2017 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit
us at antheminc.com/careers.

 

 

 

 

 

 


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