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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.

President Medicaid Health Plan - FL PS30076

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Executive
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PS30076 Requisition #
The President Medicaid Health Plan will have primary responsibility for the fiscal, operational, legislative, regulatory, and human resources objectives/agenda for assigned Medicaid health plan, part of the Medicaid Business Unit of Anthem, Inc.’s Government Business Division (GBD).  This position is responsible for aligning strategy to achieve business goals and build a culture of accountability with people who are results driven, innovative and committed to excellence. This translates to the following specific responsibilities:
 
1. Leadership – Must have experience and demonstrate the ability to perform successfully as a leader of: other leaders, teams and cross-functional groups.  A successful incumbent will build the depth and operating environment that can achieve annual operating goals and support long-term growth for our business and our associates.  Building strong, deep and highly functioning teams is a requirement. 

2. Achieve Annual Operating and business objectives – Leader must be adept at managing P&L to include revenue, cost management, SG&A and forward-looking product growth opportunities.  Plan leader should have actively led or participated in Cost Management, budget building and forecasting and successful premium rate management and renewals. Annual goals focus around:
a. Operating Gain 
b. Growth 
c. Cost of Care commitments
d. Revenue 
e. Meeting or exceeding Quality and accreditation goals

3. Experience and deep understanding of health plan operations to include:
a. Health Services and Quality – Oversight and participation in medical management, including hospital census review, medical staffing, seasonality issues, detailed communications with the medical director and nurse leader and monthly accrual analysis. The incumbent should also have experience with Medicaid and/or CMS quality program management and Accreditation process. This should include a working knowledge of Population Health programs that are common to Managed Medicaid. 

b. Product growth/Sales and Community Outreach – Oversight and participation in the development of growth strategies and retention initiatives for health plan. Oversee marketing and product growth strategies, business initiatives, school-based, faith-based, community-based and special needs initiatives. Experience in Complex Population administration, working with stakeholders and new program implementation and growth which may include one or more of the following:

I. LTSS – Long-term Services and Supports
II. BH – Program integration across populations and execution as part of overall plan operation.
III. FHK- Florida Healthy Kids Program
IV. Other complex populations as may apply 

c. Provider Collaboration, Contracting and Service – Oversight and/or direct participation in relationships with key hospital, large physician practices/clinic and key ancillary providers such as dental and vision contractual relationships.  Drive provider collaboration and engagement in the areas of service and Payment Innovation. Expect the incumbent would have that requisite network experience. 
d. Plan Operations – Successful health plans have maintain a strong operating team with an ability to establish operating process, remediate service issues, implement new programs and support all areas of a health plan to accomplish established business goals. This includes: interfacing with Regional Operations Team, National Service Centers and Shared service operations. 

4. Strategic planning/competency – Leader must be adept at the development of the health plan’s business plan, quarterly reviews, and Business Operating Reviews and course corrections. Oversee resulting health plan budgeting and financials, including management of expenses, financial reports delivered to the State, capital budget planning and management. Incumbent must also possess strong strategic thinking and problem solving skills.

5. Manage Customer and Regulatory Objectives – The successful incumbent will have a proven track record of developing and managing key State regulatory and legislative relationships and processes, including premium rates, covered populations, eligibility, benefit design, networks, administrative requirements, and new products.

a. Ensure plan maintains “preferred” position for our State customer – Responsible for establishing and leading an environment with the plan and senior leadership team that continually and effectively seeks to engage the state at multiple levels to meet and exceed service and performance goals while also driving innovation and trust.  

b. Collaborate with GR (Government Relations) to achieve goals – Work in matrix model with GR officers to offer thought leadership in the political and legislative processes, and direction relative to contract negotiations with the state. Also aspire to create solutions for our state customers that achieve state and plan objectives that may also include new policy and product solutions. 

c. Provide leadership to drive optimal consumer experiences – Work in matrix model with regional leaders and shared services partners to address and resolve claims, provider data, customer service needs and enhancements to meet and/or exceed customer service metrics. Also aspire to create solutions for our state customers that achieve state and plan objectives. 

6. Successfully support and operate within the broader organization’s Business model –Incumbent is required to work successfully in a matrix model business environment to include: 

a. Work successfully across all lines of business – Market requires collaboration and teamwork with other GBD lines of business.
b. Work across matrix “shared service” business model – This includes Finance, Quality, Operations, Marketing, Health Care Management, HR, IT, Finance, Actuarial, Underwriting, Legal, compliance, Shared Services and National Service Centers. 
c. Leverage Anthem Foundation – Strategic understanding of common interests among key constituents.
d. Successful internal and external communications – Liaison with corporate teams and external communications with the State, providers, members, community groups and the media.

7. Compliance and Risk Management – Ensure contract and HIPAA compliance, including securing and coordinating resources necessary for such compliance. Certify monthly and quarterly financial statements, encounter reporting, quality audits, HEDIS/EPSDT and other required regulatory reports.  Oversight of risk management program, including fraud and abuse program compliance, and reporting responsibilities. Identify threats to financial assets, reputation, human resources and actively teach risk management to health plan leadership.

8. Promote Anthem mission and culture – Demonstrated success in building and leading successful teams with a culture that is committed to execution, collaboration, communication and a positive growth and learning environment for our associates. The application of regular coaching, timely performance management and active mentoring. Assess and develop bench strength and retain talent in accordance with Plan-level retention and development goals. Ensure Sarbanes-Oxley (SOX) compliance and meet other key manager goals and responsibilities as defined by annual Major Job Objectives (MJO).

KEY RESPONSIBILITIES
1. Build the depth and operating environment that can achieve annual operating goals and support long-term growth for our business and our associates.  Keen attention to development of strong, deep and highly functioning teams is a requirement.
2. Achieve annual operating and business objectives through adept P&L management to include revenue, cost management, SG&A and forward-looking product growth opportunities.
3. Oversight and participation in medical management, including hospital census review, medical staffing, seasonality issues, detailed communications with the medical director and nurse leader and monthly accrual analysis. 
4. Oversight and participation in the development of growth strategies and retention initiatives for health plan. Oversee marketing and product growth strategies, business initiatives, school-based, faith-based, community-based and special needs initiatives. 
5. Oversight and/or direct participation in relationships with key hospital, large physician practices/clinic and key ancillary providers such as dental and vision contractual relationships.  
6. Drive provider collaboration and engagement in the areas of service and Payment Innovation. 
7. Maintain oversight of a strong operating team with an ability to establish operating process, remediate service issues, implement new programs and support all areas of a health plan to accomplish established business goals, to include interfacing with national service centers and shared service operations.
8. Navigate seismic growth in the state-sponsored business environment and ongoing state fiscal pressures that pose significant challenges to our existing infrastructure to meet demand for revenue capture opportunities with a potential top line business. This includes, dynamic provider environment with rapid consolidation of providers, threats to our unit cost position and access to services for our members, and competitive threats to our business model by emerging provider delivery models.
9. Evaluate changing market conditions and determine necessary changes to our value proposition to meet state needs/requirements, including understanding new financial, business relationship models and contractual agreements required, and evolving our business strategy and capabilities.  Develop existing talent to meet changing market conditions and recruit new talent as required.
10. Convince Regional President of required strategic direction to meet health plan goals, including potential investments required.  Convince enterprise program leadership to adopt product solution strategies that are beneficial to the plan.   



  • Bachelor’s degree in relevant area of study; Master’s degree preferred.
  • Experience having led or participated in cost management, budget building and forecasting and successful premium rate management and renewals. Annual goals focus around:
    • Operating Gain
    • Growth
    • Cost of Care commitments
    • Revenue
    • Meeting or exceeding Quality and accreditation
  • Experience in Complex Population administration, working with stakeholders and new program implementation.
  • Significant network experience (10 plus years)
  • A minimum of 15 years’ work related experience within the government healthcare programs sector with a minimum of 8 years of experience in government-sponsored health insurance programs.
  • Proven success in influencing executives and managers.  Display personal agility to work across a wide array of businesses and stakeholders to develop the credibility to achieve results.
 

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At Anthem, Inc., there are many ways to make a difference. Here, the skills and passions of thousands come together, creating an impressive force with the power to change lives and the future of health care.

 

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