Client Support Representative

This is a fully remote position, open to applicants in Florida, +5 more states.

📋 Description

• Oversee AI-assisted conversations between healthcare professionals and insurance agents.

• Direct AI interactions by choosing prompts, steering responses, and deciding on subsequent actions.

• Intervene in calls when human assistance is necessary.

• Review prior notes and smoothly continue conversations.

• Act as the human-in-the-loop for processes related to healthcare reimbursement and insurance.

• Confirm insurance eligibility, benefits, and coverage information.

• Collect and document prior authorization data and perform follow-up actions.

• Manage inbound and outbound calls, averaging 10–20 calls daily.

• Keep detailed notes and record verification and authorization information in internal systems.

• Assess information for thoroughness and accuracy before concluding interactions.

• Navigate various systems and screens during calls.

• Adhere to established workflows and procedures.

• Collaborate with AI-driven technology and adjust to advancing tools and workflows.

• Deliver professional customer service to insurance agents and healthcare representatives.

• Contribute to process enhancement by implementing best practices and recognizing opportunities for efficiency.

⛳️ Requirements

• High School Diploma or GED.

• Basic computer skills and a quick ability to learn new systems and technologies.

• Demonstrated data entry and documentation abilities with a keen attention to detail.

• Experience in navigating multiple systems and screens while managing calls and documentation.

• At least 6 months of customer service experience in a call center, client support, or a similar setting.

• Strong listening, comprehension, and verbal communication skills.

• Ability to work independently while adhering to directions and established processes.

• Solution-oriented mindset aimed at addressing issues and propelling conversations forward.

• Capacity to quickly assimilate information from previous notes and continue discussions without overlooking crucial details.

• Adaptable and coachable attitude towards new technologies, AI tools, and evolving workflows.

• Proven ability to manage both inbound and outbound calls while ensuring quality and accuracy.

• Comfort with AI-led conversations and functioning as the human-in-the-loop in a technology-driven environment.

• Experience in healthcare administrative or customer service roles is advantageous.

• Knowledge of healthcare, insurance verification, or prior authorization support is highly advantageous.

• Background in call center, customer support, customer care, or client services environments.

• Familiarity with call monitoring and call support functions.

• Experience in managing documentation and data entry in a professional context.

• Proficiency in Microsoft Office and related productivity tools.

• Experience in administrative support or front desk positions where accuracy and professionalism are paramount.

• Ability to contribute to process improvement initiatives and embrace best practices as workflows change.

• Comfort working in a remote setting with AI-driven tools and numerous digital platforms.

• Must reside in Florida, North Carolina, Texas, Utah, South Carolina, Wisconsin, Georgia, Indiana, or Delaware.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan – Options for pre-tax and Roth post-tax contributions available.

• Life Insurance (Voluntary Life & AD&D for employees and dependents).

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave).