Anthem, Inc. eBusiness Help Desk Analyst I in Andover, Massachusetts
SHIFT: Day Job
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 care companies and a Fortune Top 50 Company.
Responsible for handling first level customer service calls assisting members with registering, logging in, and accessing secure side product content on Anthem.com.
Primary duties may include, but are not limited to:
Access basic mainframe membership data (such as name, address, date of birth) to help customers complete initial registration on the Anthem.com website.
Previously registered customers are given assistance if unable to correctly enter their registered username and/or password for login; associates must authenticate the customer's identity before using an internal administrative application tool to provide usernames and/or temporary passwords.
Helps customer navigate to medical and pharmacy information as well as to third-party websites such as WebMD that are accessed through Anthem.com.
Ensures website functionality (accessing claims and benefit information, forms, etc.) is working as designed, and escalates incidents (problems with functionality) to IT second level support using the standard IT incident management application.
Possess fundamental PC support skills (basic knowledge of PC browsers, pop-up blockers and antivirus software, and Internet connectivity) to determine whether or not the problem is within Anthem's environment or outside of it, and may provide direction to customers on how to seek resolution for problems outside of Anthem's environment.
For escalated incidents within Anthem's environment, associates must serve as the single point of contact for the customer, providing follow up with resolution (typically by email, requiring user-level knowledge of MS Outlook) to customers when IT second level support has provided a resolution using the IT incident management application.
Associates in this position help to achieve department objectives for average speed of answer and abandoned rate goals through high availability, procedural accuracy by adhering to documented knowledgebase details, and efficient call management according to our customer service support model.
Associates assist overall organizational goals for administrative cost containment through high first call resolution rates, minimizing far more costly second level escalations.
For customers calling and seeking assistance from Anthem outside of our department's level of support, associates must accurately refer customers to the correct Anthem department for assistance.
Requires a HS diploma or equivalent and minimum of 1 year experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background. Knowledge of PC browser features and related applications, Internet connectivity, and use of MS Outlook strongly preferred. Associates degree or higher preferred. Helpdesk experience preferred. CompTIA A+ or Microsoft certification preferred.
Applicable to Colorado Applicants Only
Annual Salary Range*: $32,200 - $40,300
Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
The hourly or salary range is the range Anthem in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in Colorado. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. The health of our associates and communities is a top priority for Anthem. We require all new candidates to become vaccinated against Covid-19. All offers of employment are conditioned on completion of a background check, including COVID-19 vaccination verification. If you are not vaccinated, your offer will be rescinded unless you provide – and Anthem approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Anthem is able to reasonably accommodate. Anthem will also follow all relevant federal, state and local laws. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. Anthem is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact firstname.lastname@example.org for assistance.