Customer Resolution Specialist

About the role

The Customer Resolution Specialist provides responsive, accurate, and compassionate support to healthcare providers and clients regarding claims, billing, and payment status. This role owns each inquiry from initial contact through the best available resolution by listening carefully, researching across multiple systems, identifying the next action, communicating clearly, and following through. The Specialist balances efficiency with sound judgment and creates confidence even when the answer is complex or immediate resolution is not possible.

Responsibilities

• Manage inbound calls and written inquiries from providers and clients with a warm, confident, professional, and composed service voice.
• Manage inquiries from inception through conclusion, including outreach to other departments, coordination of next steps, and timely updates to the provider as necessary.
• Take ownership of each inquiry by clarifying the need, researching the full history, evaluating available information, and determining the appropriate resolution or next step.
• Use multiple systems, resources, policies, and workflows to investigate billing, claim, and payment-status questions rather than relying only on scripts or the first available answer.
• Think critically to identify missing information, inconsistencies, root causes, potential downstream impacts, and opportunities to prevent repeat contacts.

Requirements

• High School Diploma or GED equivalent
• 2+ years recent experience in Client Services
• 1+ years claims processing experience
• 1+ years provider relations experience
• Worker's Compensation experience highly preferred

Work environment

Training and nesting fully in-office in Tampa, FL (Westshore area). Hybrid eligibility after 120 days; potential for full remote after 6 months.

Compensation

$25.00 – $26.00 per hour. Individual compensation within this range depends on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• 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 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

Monday – Friday, 8:00 AM – 5:00 PM

Employment type

Contract position based in Tampa, FL.

Application deadline

Anticipated to close on October 30, 2026.