Customer Service Representative - Work from Home in New Mexico

Resonance CX Partners identifies and validates customer-focused opportunities for experienced professionals. This role is with Ibex, a company offering paid training, teamwork, and career growth in a supportive environment.

About The Role

As a Customer Service Agent, you will assist members with health insurance inquiries related to coverage, claims, benefits, and provider networks. Support is provided via phone, email, and chat while ensuring compliance with HIPAA regulations and company policies. We encourage applications from enthusiastic individuals with a can-do attitude, even if you don’t meet every qualification.

Responsibilities

• Provide guidance on provider networks, referrals, and pre-authorizations.
• Troubleshoot and resolve issues related to billing, payments, and coverage.
• Ensure compliance with HIPAA regulations when handling sensitive member information.
• Collaborate with internal departments to resolve complex member concerns.
• Maintain accurate records of customer interactions and resolutions in CRM systems.
• Meet performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Stay updated on policies, state regulations, and healthcare industry changes.

Qualifications

• Previous customer service experience, preferably in healthcare or insurance.
• Strong verbal and written communication skills.
• Independent decision-making and problem-solving skills with the ability to remain calm under pressure.
• Ability to handle high call/chat/email volumes effectively.
• Proficiency in computer applications, including CRM and customer support platforms.
• Ability to work flexible shifts, including weekends and holidays.

Requirements

• Must be 18 years or older.
• High school diploma or equivalent.
• Must reside in the state of New Mexico.

Benefits

• Paid training.
• A culture that celebrates you.
• Opportunities for growth and advancement.
• A supportive team environment.