Healthcare Customer Service Representative - Work From Home

Role overview

This remote customer service role handles inbound calls from people seeking help with healthcare benefits. You’ll listen to questions, identify what each caller needs, explain relevant information, and document the interaction while following service guidelines. The work requires patience, sound judgment, and flexibility across changing procedures and schedules.

Responsibilities

- Handle a high volume of incoming calls professionally and gather the information needed to understand each caller’s request. - Explain relevant products, services, and benefit information, and work toward resolving issues during the first call when possible. - Use multiple systems at once to review information, record call outcomes, and document customer details. - Follow escalation procedures when a request needs additional support, while balancing policy requirements and the caller’s needs. - Meet service and performance expectations, maintain dependable attendance, and adapt to changes in the work environment. - Identify opportunities to improve processes and customer experience.

Requirements

- High school diploma or GED; healthcare experience is a plus. - Comfortable with medical terminology and able to communicate information clearly. - Strong customer focus, integrity, decision-making, and analytical skills; ability to work well with a team. - Reliable attendance and flexibility to work evenings, weekends, holidays, and occasional overtime. - A dedicated, quiet work area and wired broadband internet with at least 50 Mbps download and 10 Mbps upload; wireless, satellite, microwave, and cellular hotspot connections are not accepted. - Ability to pass a background check and drug screen.

Benefits and work setup

The position is work from home. The setup requires two 21-inch monitors, with one supplied by the worker and one provided for the role, plus a headset purchased by the worker. A keyboard, mouse, and webcam are provided. The listing describes medical, dental, and vision coverage, a 401(k), earned paid time off, and the opportunity to earn additional cash incentives.