Customer Service Representative

We are seeking Senior Customer Service Representatives to support a high-volume healthcare contact center. This fully remote opportunity will assist individuals participating in government healthcare programs by providing information regarding eligibility, enrollment, benefits, and available services.

About the role

This is an excellent opportunity for candidates with call center, healthcare customer service, insurance, benefits, or high-volume customer support experience who are comfortable navigating multiple systems while providing professional and compassionate service.

Responsibilities

• Handle a high volume of inbound and outbound customer calls in a professional and courteous manner.
• Assist customers, healthcare providers, and other stakeholders with questions regarding healthcare eligibility, enrollment, benefits, services, and program requirements.
• Provide accurate and unbiased information to help customers understand available healthcare program options.
• Research customer and case histories using multiple systems to answer questions and resolve issues.
• Investigate and resolve more complex or escalated customer inquiries.
• Process enrollment, disenrollment, and other program-related transactions accurately.
• Review and interpret customer, beneficiary, provider, and system information to determine appropriate next steps.
• Document customer interactions, case activity, and resolutions accurately within required systems.
• Maintain current knowledge of program policies, procedures, and compliance requirements.
• Coordinate with internal teams and external partners when additional research or assistance is required.
• Identify recurring customer issues or process concerns and escalate appropriately.
• Meet established productivity, call quality, attendance, and performance expectations.
• Protect the confidentiality and security of customer and healthcare-related information.
• Provide additional operational or project support as needed.

Requirements

• High school diploma or GED required.
• Minimum of 1 year of relevant professional experience required.
• Previous experience in customer service, call center operations, healthcare support, insurance, benefits, enrollment, or a related environment strongly preferred.
• Comfortable handling a high volume of customer calls throughout the workday.
• Strong verbal and written communication skills.
• Excellent customer service and active listening skills.
• Strong research, problem-solving, and issue-resolution abilities.
• Ability to navigate multiple computer systems and applications simultaneously.
• Strong attention to detail and accurate documentation skills.
• Ability to work independently and remain productive in a fully remote environment.
• Previous Medicaid, healthcare benefits, eligibility, insurance, or government program experience is a plus.

Training & Attendance

• Training Schedule: Monday-Friday, 8:00 AM-4:30 PM ET
• Training Duration: 4 weeks of instructor-led training
• Approximately 2-3 additional weeks of nesting/on-the-job support
• 100% attendance is mandatory during training and nesting. Candidates should not have any planned appointments, vacations, or time off during this period.
• Employees will also be expected to remain on camera throughout the training and nesting period.

Schedule

• Contact center operates: Monday-Friday | 8:00 AM-7:00 PM ET
• Anticipated regular shift: 10:30 AM-7:00 PM ET
• Schedules are subject to change based on business needs.
• Candidates residing outside the Eastern Time Zone must be comfortable working Eastern Time hours.

Work-From-Home Requirements

• Candidates may reside anywhere within the contiguous United States.
• Company equipment will be provided and shipped directly to the employee. A signature will be required upon delivery.
• Candidates must have a reliable, traditional wired home internet connection. Recommended minimum internet speeds are:
  • 50 Mbps download
  • 20 Mbps upload
• Cellular or mobile-based internet service is not permitted.
• Candidates may be required to provide proof of their internet speed prior to starting.

Pre-Employment Requirements

• Candidates must successfully complete all required pre-employment screening prior to beginning training. Screening may include criminal background checks, federal records searches, exclusion/debarment searches, employment verification, and education verification.

Employment Type: 3-Month Contract