Customer Service Guide
Job Description: • Serving as the first point of contact for members and providers, handling 30–40 calls per day while also managing chats, texts, emails, video, and co-browsing, with an expected call resolution time of 6 to 8 minutes. • Navigating multiple systems and balancing several interactions at once, staying accountable for accurate, timely, and empathetic resolutions. • Assuring the accurate and timely handling of client and member calls with total follow through. • Answering client and provider questions including, but not limited to claims payment, status and coverage information. • Educating customers on their plan and encouraging use of our digital tools—helping them learn how to navigate healthcare more confidently. • Interpreting client health plan protocol. • Reviewing claims status and providing status to member. Check tracer documentation. • Maintaining accurate and complete call documentation. • Maintaining high level of professionalism. • Returning incoming calls. • Solving questions about benefits, claims, eligibility, and providers, collaborating across teams when needed. • Safeguarding privacy at all times—strictly following HIPAA and confidentiality standards. • Documenting thoroughly, taking ownership of issues, and following through until every customer feels heard and supported. Requirements: • At least 2 years of experience in a healthcare contact center. • 3+ years of customer service experience overall. • Associate or Bachelor's degree or recent work toward a degree is preferred. • Prior experience working across multiple customer service channels such as calls, chat, text, and email. • Tech-savvy with the ability to learn and pivot quickly across multiple systems. • Strong communication, listening, and problem-solving skills. • A calm, professional presence in high-volume situations, with empathy as a core strength. Benefits: • Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs. • Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered. • Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution. • Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected. • Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times. • Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals. • Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need. • Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us. Apply tot his job