This is a fully remote position, open to applicants in United States.

📋 Description

• Engage promptly and professionally with providers and members via inbound/outbound calls, emails, live chat, and various other platforms.

• Address inquiries with empathy, precision, and composure.

• Actively listen to questions and concerns, providing clear and accurate information in accordance with company policies and procedures.

• Escalate complex issues to leadership as necessary.

• Document interactions, feedback, and resolutions within the CRM or case management system.

• Provide insights on recurring issues to facilitate process improvement.

• Collaborate with team members and supervisors to ensure coordinated support.

• Direct issues to the appropriate departments.

• Meet or exceed the established key performance indicators (KPIs).

• Research claims and confirm insurance coverage.

• Resolve inquiries while ensuring compliance with healthcare regulations.

• Adhere to established scripts and guidelines to deliver high-quality customer contact experiences.

⛳️ Requirements

• High school diploma or GED is required.

• 1–2 years of experience in customer service, preferably within the healthcare sector.

• Strong organizational and communication skills.

• High attention to detail.

• Ability to actively listen, demonstrate empathy, and address member or provider concerns with compassion and clarity.

• Capability to multitask and navigate multiple systems concurrently.

• Availability to work from 8:00 AM to 4:30 PM EST or 8:30 AM to 5:00 PM EST.

• Ability to meet call quality, handle time, customer satisfaction, script adherence, quality, and scheduled-hours KPIs.

🏝️ Benefits

• Work flexibility.

• Professional growth through training and mentorship opportunities.

• Generous and flexible vacation policy.

• 401(k) employer match.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.

• Career development opportunities.