Customer Service Representative

Job Title: Healthcare Customer Service Professional

Location: Remote (Candidates must reside in Oregon, Washington, Idaho, or Utah)

Job Type: Full-Time, Temporary

Estimated Duration: 7/29/2024 - 3/31/2025 (Approximately 8 months)

Job Description:

We are seeking highly skilled professionals to join our team as Healthcare Customer Service Professionals, providing “white glove” service to Medicare Advantage members. This role requires multitasking using web-based tools in a Windows environment, with a minimum of 2 screens while communicating with members.

Key Responsibilities:

• Respond to inbound calls and emails from Medicare Advantage members, delivering empathetic and professional support.
• Assist members with scheduling appointments, understanding insurance coverage, and navigating healthcare services.
• Maintain accurate and detailed member records in compliance with healthcare regulations and privacy standards.
• Resolve billing issues and explain member statements, insurance claims, and payment options.
• Coordinate with healthcare providers and other departments to ensure seamless member care and communication.
• Provide support for online member portals, including password resets and troubleshooting.
• Utilize Salesforce and/or Radar (preferred, but not required) for managing member interactions.
• Identify and escalate complex issues to the appropriate department or supervisor.
• Participate in ongoing training and development programs to enhance service quality.

Qualifications:

• Strong sensitivity, empathy, active listening skills, and outstanding phone etiquette.
• Previous experience with Salesforce and/or Radar is preferred but not required.
• Ability to multitask using web-based tools in a Windows environment, with proficiency in using multiple screens.
• Must reside in Oregon, Washington, Idaho, or Utah.
• Ability to commit to the mandatory start date of 7/29/2024.

Work Schedule:

• Shifts scheduled between 8:00 AM to 8:00 PM Pacific Time, 7 days per week.
• Exact shift schedules may vary based on call volumes and workload.
• Overtime is not authorized for this engagement.

Additional Information:

• Contractors must be dedicated to their assigned tasks during work hours and cannot perform outside employment tasks or at-home caregiving activities during shifts.
• Contractors will use company-provided computer equipment, which requires a “hard-wired” Internet Service Provider (ISP) connection (CATV/Cable Modem, DSL, or Fiber). Satellite or mobile WIFI internet connectivity is not supported.
• All roles are potentially temp-to-hire, but ongoing employment is not guaranteed.