Customer Support Specialist II
Castlight Health is looking for a motivated individual to join their Customer Support team as a Care Guide - Support Specialist. This role focuses on providing primary support for a regional health plan and assisting with various customer inquiries related to healthcare navigation and digital products. Responsibilities Respond to inquiries via email, phone, live chat, asynchronous messaging, etc Provide the primary support for a regional health plan Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, and appointment scheduling, and more Take ownership of resolving customer service and healthcare navigation issues Takes ownership of quality, efficiency, casing, productivity, and other standards of world class service Keep customer information confidential and in compliance with HIPAA regulations Manages case backlog attentively and documents each interaction in Salesforce Exercises problem resolution skills when handling customer concerns using various internal tools Makes out outbound calls, including appointment scheduling with providers, and other related duties as assigned Willingness to work occasional overtime Skills 1 - 2 years of experience in customer support with an emphasis in healthcare, wellness, and medical billing and claims Experience supporting a health plan Strong organizational skills, and the ability to solve problems Strong communication skills, both verbal and written Tech savvy- ability to use and navigate members with our mobile technology Able to maintain 100% attendance throughout training and excellent attendance beyond training Positive, friendly, and professional demeanor with customers Adept at juggling multiple tasks and customer support requests at the same time Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone High school diploma required or equivalent Medical office experience Familiarity with Salesforce Service Cloud and Google Suite Spanish speaking and writing Benefits Medical, dental & vision insurance starts 1st day Paid time off & paid holidays Employer contributions for HSA accounts Tuition assistance Matching 401(K) Company Overview Castlight Health provides a healthcare navigation platform with resources for benefits, and vendors. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Castlight Health has a track record of offering H1B sponsorships, with 3 in 2026, 16 in 2025, 22 in 2024, 21 in 2023, 30 in 2022, 15 in 2021, 53 in 2020. Please note that this does not guarantee sponsorship for this specific role.