Customer Service Guide - Remote

This is more than customer service—you’ll be the trusted voice for our members and providers, guiding them through the complex world of healthcare with empathy, clarity, and confidence. Assuring the accurate and timely handling of client and member calls with total follow through, you will provide excellent customer service. You will answer client and provider questions including, but not limited to claims payment, status and coverage information and interpret client health plan protocol. You will be 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 and solving questions about benefits, claims, eligibility, and providers, collaborating across teams when needed. Safeguarding privacy at all times—strictly following HIPAA and confidentiality standards and documenting thoroughly, taking ownership of issues, you will follow through until every customer feels heard and supported.