{"id":1744587,"url":"https://alion.io/job/caresource-customer-care-resolution-specialist","title":"Customer Care Resolution Specialist","company":{"id":2670646,"name":"CareSource","domain":"caresource.com","url":"https://alion.io/company/caresource","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"A","score":88,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Sales","role_family":"Sales","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Columbus, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":47400,"max":76000,"currency":"USD","period":"year","gross":null,"usd_annual":76000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-02T00:00:00Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-15T00:38:03Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Job Summary:\nThe Customer Care Resolution Specialist is responsible for being a subject matter expert and effectively handling and resolving escalated calls from members and providers.\nEssential Functions:\nActs as subject matter expert, while staffing the assist line and accurately responding to inquiries presented by Customer Care Specialists\nEffectively handle and resolve escalated calls from members and providers\nAct as a New Hire Transition Coach for new employees\nIdentify gaps in current processes and partner with Business Integration Team to solve those issues.\nProvide Peer to Peer feedback\nIdentify training needs for Customer Care Specialists\nManage and process incoming work from internal route boxes, incoming faxes, email, web inquires, and ServiceNow queues\nPartner with other departments to ensure internal service levels are achieved\nUtilize self-education opportunities to stay abreast of procedural updates - maintain Subject Matter Expert (SME) status in all skill sets\nDocument all second level support questions by utilizing and maintaining the Assist Line Tracking Database\nAct as a role model to other employees by displaying a positive attitude, being helpful and approachable, motivating others and being accountable for actions\nAssist members and providers with routine service inquires\nEnsure all HIPAA and State requirements/regulations are adhered to at all times in existing and future lines of business\nResearch, follow up and resolve all open/pending issues in a timely manner to ensure member satisfaction\nMaintain knowledge and understanding of, and adhere to, all processes and procedures\nMay be required to create and conduct departmental training, as business needs dictate; successful completion of the CareSource University Functional Facilitator certification program is required prior to fulfilling these duties\nPerform any other job duties as requested\nEducation and Experience:\nHigh School education or equivalent required\nMinimum of one (1) year experience in Customer Care (Member Services or Provider Services) required\nMinimum of three (3) years customer service experience in a call center is preferred\nMinimum of two (2) years of HMO or related industry experience is preferred\nCompetencies, Knowledge and Skills:\nStrong understanding of Customer Care processes\nAbility to deescalate difficult conversations\nAbility to determine root cause of problems and propose solutions\nComputer proficiency with knowledge and experience in a “Windows” environment\nTyping, 35 WPM\nClaims and Coding Experience (ICD9, CPT4, HCPCS, Revenue Code and Dental Coding)\nExcellent written and communication skills\nProfessional phone etiquette\nProper use of grammar\nAbility to work in a fast paced environment\nAdaptable to a constantly changing environment\nAttention to detail\nAbility to multitask\nAbility to work independently and with a team\nCritical thinking and listening skills\nDecision making and problem solving skills\nAbility to coach and provide feedback effectively\nUnderstanding of Medicaid\nWorking Conditions:\nGeneral office environment; may be required to sit or stand for extended periods of time\nMust adhere to an assigned daily work schedule and have predictable and reliable attendance\n$47,400.00 - $76,000.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.\nHourly\nOrganization Level Competencies\n- Fostering a Collaborative Workplace Culture\n- Cultivate Partnerships\n- Develop Self and Others\n- Drive Execution\n- Influence Others\n- Pursue Personal Excellence\n- Understand the Business\nThis job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. 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