Customer Service Representative

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

📋 Description

• Manage a high volume of incoming calls with professionalism, empathy, and precision.

• Offer clear and accurate information regarding health insurance benefits, claims, billing, and eligibility.

• Support members in navigating online resources and submitting their requests.

• Record all call interactions in customer management systems while adhering to company and regulatory standards.

• Comply with call handling standards, including average handle time, quality scores, and first call resolution objectives.

• Follow compliance regulations such as HIPAA, CMS, and state-specific requirements.

• Appropriately escalate complex issues to ensure prompt resolution.

• Stay updated on changes to health plan policies, systems, and procedures.

• Contribute to ongoing improvement by identifying trends and opportunities to enhance the customer experience.

⛳️ Requirements

• High school diploma or equivalent (associate or bachelor’s degree preferred).

• 1–2 years of customer service experience; prior experience in a call center or healthcare/insurance setting is preferred.

• Strong verbal, written, and interpersonal communication skills, with the capacity to simplify complex information.

• Proficiency in Microsoft Office (Outlook, Word, Excel, Teams) and the ability to quickly learn new software systems.

• Exceptional documentation skills and data entry accuracy.

• Strong reading comprehension abilities.

• Capability to work in a structured, fast-paced environment while meeting productivity and quality metrics.

• On-camera presence is essential for training sessions and meetings.

🏝️ Benefits

• Outstanding medical, dental, and vision insurance*

• Biannual employer HSA contributions, covering 50% of the HDHP plan’s annual deductible!

• Company-provided Basic Life and AD&D insurance

• Company-paid Short-Term and Long-Term Disability coverage**

• Flexible Spending Accounts*

• 401(k) Retirement Plan with up to a 6% employer match** (100% fully vested after 3 years)

• 10+ paid holidays

• Generous paid vacation and sick leave

• Annual Volunteer Paid Day

• Annual Tuition Reimbursement

• Annual Health and Wellness Reimbursement

• Numerous enjoyable company events