Healthcare Customer Service Representative - Work From Home

Role overview Handle inbound calls from members seeking help with healthcare benefits. The role focuses on listening carefully, identifying what each caller needs, explaining relevant information, and resolving issues while documenting the interaction and meeting service standards.

Responsibilities - Manage a high volume of incoming calls with patience, professionalism, and care, including when assisting older adults. - Gather and record member information, assess needs, and explain applicable benefits, products, or services. - Use multiple systems at once and document call outcomes and required details accurately. - Resolve issues during the initial call when possible, or follow the appropriate escalation process. - Meet service, quality, attendance, and performance expectations while balancing policy requirements with member needs. - Adapt to changing procedures and schedules, and identify opportunities to improve service processes.

Requirements - High school diploma or GED; ability to pass required background and drug screening. - Strong customer care, communication, decision-making, and analytical skills, with a commitment to dependable attendance and teamwork. - Comfort with medical terminology; prior healthcare experience is helpful. - Flexibility to work evenings, weekends, holidays, and occasional overtime. - A quiet, dedicated workspace with wired broadband internet of at least 50 Mbps download and 10 Mbps upload. Wireless, satellite, microwave, and cellular hotspot connections are not accepted.

Benefits and work setup The source lists medical, dental, vision, 401(k), paid time off, and possible cash incentives tied to performance. Home equipment requirements include two 21-inch monitors (one supplied by the worker and one provided), plus a purchased headset; keyboard, mouse, and webcam are provided.