Healthcare Contact Center Agent

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

📋 Description

• Promptly and professionally respond to incoming calls, addressing inquiries from members or providers, and make outbound calls when necessary.

• Maintain composure and professionalism in high-pressure environments.

• Accurately record all interactions in the system to ensure that records are thorough and up-to-date.

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

• Elevate complex issues to supervisors or relevant departments when required.

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

⛳️ Requirements

• A high school diploma or equivalent is required; an associate degree or healthcare certification is preferred.

• At least 1 year of experience in a call center or customer service role, preferably within a healthcare environment.

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

• Strong communication skills with the ability to demonstrate empathy and active listening to understand the concerns of members and providers, responding with compassion and clarity.

• High attention to detail for compliance-driven tasks, coupled with conflict resolution skills for addressing frustrated providers or members.

• Proficiency in speaking, reading, and writing in English is essential; bilingual skills are an advantage.

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

• Knowledge of medical terminology and insurance processes is a plus.

🏝️ Benefits

• Flexible vacation policy

• 401(k) employer match

• Comprehensive health benefits

• Educational assistance

• Leadership and technical development academies