Healthcare Contact Center Agent

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

📋 Description

• Respond to incoming calls in a timely and professional manner, addressing inquiries from members or providers, and initiate outbound calls as required.

• Ensure all interactions are accurately recorded in the system, maintaining updated and complete records.

• Uphold confidentiality and adhere to HIPAA and other relevant healthcare regulations.

• Refer complex issues to supervisors or the appropriate departments when needed.

• Achieve or surpass performance metrics, including following standardized call scripts and quality guidelines, managing call handle time, ensuring customer satisfaction, and adhering to a daily work, lunch, and break schedule.

⛳️ Requirements

• High school diploma or equivalent is mandatory; an associate degree or healthcare certification is preferred.

• A minimum of 1 year of experience in a call center or customer service position, ideally within a healthcare environment.

• Familiarity with Medicaid/Medicare programs, state healthcare guidelines, or a willingness to quickly learn complex program policies.

• Excellent communication skills with the ability to demonstrate empathy and active listening to understand and address member and provider concerns compassionately and clearly.

• High attention to detail for compliance-driven processes, along with conflict resolution skills when engaging with frustrated providers or members.

• Proficiency in speaking, reading, and writing English is required; bilingual candidates are a plus.

• Capability to multitask and navigate multiple systems at once, along with proficiency in Microsoft Office and call center software.

• Knowledge of medical terminology and insurance processes is beneficial.

🏝️ Benefits

• Flexible vacation policy

• 401(k) employer match

• Comprehensive health benefits

• Educational assistance

• Leadership and technical development academies