Client Support Representative

Aston Carter is seeking Patient Access and Prior Authorization Specialists to serve as the human-in-the-loop in a next-generation healthcare contact center, bridging AI-led conversations and traditional insurance verification.

About the role

You will monitor and guide AI-driven calls between healthcare representatives and insurance agents, stepping in when human interaction is required. This role supports and trains the AI system through real-time interactions to streamline patient access, adherence, and affordability in the healthcare reimbursement landscape.

Responsibilities

• Monitor AI-led agent-to-agent conversations between healthcare representatives and insurance agents to ensure accuracy and continuity.
• Guide AI interactions by selecting appropriate prompts, responses, questions, and next steps during live calls.
• Take over calls when the AI cannot respond, when an agent prefers human interaction, or when a carrier or contract requires it.
• Review notes from existing conversations and pick up where another specialist or the AI left off to maintain a seamless experience.
• Conduct insurance verification by confirming eligibility, benefits, and coverage details with insurance agents.
• Gather and document prior authorization information and perform related follow-up activities.
• Capture complete and accurate information before concluding each call or interaction.
• Maintain detailed notes during and after conversations to ensure proper documentation of insurance verification and authorization.
• Update internal systems with all relevant details and verify accuracy before closing the case.
• Manage both outbound and inbound call workflows while maintaining quality, accuracy, and professionalism.
• Use AI tools, multiple computer systems, and screens simultaneously to support efficient call handling and documentation.
• Follow established processes, scripts, and workflows while remaining solution-oriented.
• Collaborate with AI-driven technology by providing clear, accurate inputs to improve system performance.
• Demonstrate strong listening, comprehension, and communication skills to build rapport with stakeholders.
• Absorb information quickly from previous notes and continue conversations without missing critical details.
• Adapt to new technology, workflows, and process improvements to enhance patient access and care coordination.

Requirements

• High School Diploma or GED.
• Basic computer proficiency and ability to learn new systems and tools.
• Proven data entry and documentation skills with strong attention to detail.
• Experience navigating multiple systems and screens simultaneously.
• At least 6 months of customer service experience in a call center, customer support, or similar environment.
• Strong listening, comprehension, and verbal communication skills.
• Ability to provide high-level customer service and professionalism in all interactions.
• Solution-oriented mindset with the ability to resolve issues and follow through.
• Ability to work independently while following directions and established processes.
• Capability to quickly absorb information from previous notes and continue conversations seamlessly.
• Coachable and adaptable to new technology, AI tools, and evolving workflows.
• Experience with call center operations, call monitoring, and call support.
• Proficiency in data entry management and administrative support tasks.
• Comfort working in healthcare-related environments, including insurance verification and prior authorization support.
• Familiarity with Microsoft Office or similar productivity tools.

Qualifications

• Experience in healthcare administration or customer service (e.g., Healthcare Receptionist, Medical Office Assistant, Healthcare Call Center Representative, Patient Access Representative, Pharmacy Technician or Support, Medical Administrative Assistant, or healthcare internship).
• Experience in customer care, client services, or client support roles.
• Front desk or administrative support experience in a healthcare or insurance setting.
• Exposure to process improvement initiatives within call centers or administrative environments.
• Understanding of healthcare insurance verification, benefits, eligibility, and prior authorization processes.
• Ability to manage both inbound and outbound call workflows while maintaining accuracy and quality.
• Comfort working alongside AI-driven technology and contributing to its continuous improvement.
• Strong organizational skills and ability to manage detailed documentation across multiple systems.

Work Environment

This is a fully remote position based in the United States. Candidates must reside in one of the following states: Florida, North Carolina, Texas, Utah, South Carolina, Wisconsin, Georgia, Indiana, or Delaware.

Pay

The pay range for this position is $20.00 - $20.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. If eligible, benefits for this temporary role may include:

• Medical, dental, and vision insurance.
• Critical Illness, Accident, and Hospital coverage.
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available).
• Life Insurance (Voluntary Life & AD&D for the employee and dependents).
• Short- and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation, or Sick Leave).

Schedule

This is a Contract to Hire position based out of San Francisco, CA.