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Customer Service Representative - $18.00 per hour
<p><strong>About the Role</strong></p><p><br></p><p>This opportunity is for a Customer Service Representative supporting patients, health plans, healthcare providers, and external partners in a remote call center environment. The role serves as a first point of contact for inquiries, helps resolve questions and concerns, documents important information, and supports accurate handling of confidential healthcare-related records and requests.</p><p><br></p><p><strong>Eligible Work States:</strong> <strong>New York</strong>, <strong>New Jersey</strong>, Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Massachusetts, Michigan, North Carolina, Nevada, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Washington</p><p><br></p><p><strong>What You’ll Do</strong></p><p><br></p><ul><li>Handle and resolve customer questions and concerns in a professional and helpful manner</li><li>Answer an average of 50 to 60 calls per day</li><li>Provide detailed notes and follow-up information in the CRM during each call</li><li>Research and respond to inquiries using internal systems, CRM tools, and other software programs</li><li>Support patient, health plan, and healthcare provider needs and escalate issues when required</li><li>Route health plan representatives and healthcare providers to the appropriate internal resources</li><li>Maintain a call quality assurance score of 90% or higher</li><li>Prioritize tasks, stay organized, and maintain strong attention to detail</li><li>Use sound judgment, critical thinking, and problem-solving skills in daily work</li><li>Multitask and work independently in a fast-paced, team-based environment</li><li>Maintain a courteous, helpful, and professional communication style</li><li>Work overtime when required</li><li>Follow attendance, punctuality, confidentiality, and company policy requirements</li><li>Support teamwork, collaborative problem solving, and a positive department culture</li></ul><p><br></p><p><strong>Training and First 30 Days</strong></p><p><br></p><ul><li>Complete a comprehensive training program for the call center role</li><li>Learn how the call center supports the broader organization</li><li>Understand the responsibilities, tools, and systems used in the position</li><li>Begin answering basic inquiries and learn how to escalate requests to other representatives or departments</li></ul><p><br></p><p><strong>First 90 Days</strong></p><p><br></p><ul><li>Develop the ability to answer more complex questions or identify where to find the right support</li><li>Contribute to department metrics, goals, and service standards</li><li>Receive coaching and feedback from the Quality Assurance team</li><li>Follow company policies while delivering strong customer service</li><li>Participate in regular monthly one-on-one meetings with leadership</li><li>Begin building a personal development plan</li></ul><p><br></p><p><strong>Qualifications</strong></p><p><br></p><ul><li>At least 1 year of previous customer service experience required</li><li>Previous call center and/or healthcare experience preferred</li><li>Ability to type at least 40 words per minute</li><li>Proficiency using a Microsoft Windows operating system</li><li>Proficiency with Microsoft Outlook, Microsoft Word, internet browsers, and web-based applications</li><li>Strong verbal and written English communication skills</li><li>Detail-oriented and accurate in daily work</li><li>Strong active listening skills</li><li>Ability to conduct all interactions in a courteous, helpful, and professional manner</li><li>Ability to work assigned schedules and follow attendance and punctuality policies</li><li>Ability to handle confidential and protected health information according to policies and procedures</li><li>High-speed home internet connection required</li><li>Private home workspace free from distractions required</li></ul><p><br></p><p><strong>Benefits</strong></p><p><br></p><ul><li>Competitive compensation</li><li>Annual bonus program</li><li>401(k) retirement plan with company match</li><li>Company-paid life insurance</li><li>Company-paid short-term disability coverage, subject to location restrictions</li><li>Medical, vision, and dental benefits</li><li>Paid time off</li><li>Paid parental leave</li><li>Sick time</li><li>Paid company holidays and floating holidays</li><li>Quarterly company-sponsored events</li><li>Health and wellness programs</li><li>Career development opportunities</li></ul><p></p>
