Temporary Customer Service Guide
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Job Description
Customer Service Guide supporting members and providers in navigating healthcare. Handling calls, chats, and inquiries while providing empathetic guidance and support.
Responsibilities:
- Serving as the first point of contact for members and providers, handling 30–40 calls per day.
- 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.
- Assuring the accurate and timely handling of client and member calls with total follow through.
- Answering client and provider questions including claims payment and coverage information.
- Educating customers on their plan and encouraging use of digital tools.
- Interpreting client health plan protocol and providing status updates.
- Maintaining accurate and complete call documentation and high professionalism.
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 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.
- Keep Health a Priority: Comprehensive Medical, Dental, and Vision plans.
- Plan for the Future: 401(k) plan with a 3% employer match.
- Have Peace of Mind: Life and Disability insurance.
- Feel Supported: Employee Assistance Program (EAP).
- Take Time for Yourself: Paid time off plans.
- Support Your New Family: Paid parental leave.
- Learn and Grow: Various resources for professional growth and development.
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