Customer Support Specialist II

About the role

The Care Guide Support Specialist is responsible for providing expert technical and customer support to both medical and non-medical customers. This role involves troubleshooting, resolving technical issues, and ensuring customers fully benefit from the company's products and services. The Specialist will also coordinate with care center staff to provide exceptional experiences for patients and members. Key responsibilities include addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients. The ideal candidate will possess strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information. This role is hybrid in the Sandy, UT office.

Responsibilities

• Respond to customer inquiries promptly via phone, email, or chat and ensure efficient resolution of issues.
• Advance knowledge of technology including the ability to troubleshoot connectivity, and communicate complex technical information to customers in an understandable and customer-friendly manner.
• Provide customer service to patients/members, addressing inquiries regarding medical appointments, insurance verification and eligibility determinations, benefits, etc.
• Process medical orders, including verifying patient information, coordinating, and ensuring accuracy in documentation.
• Provide accurate information related to care center services, locations, and providers.
• Work closely with care center staff to ensure a seamless and best-in-class experience for all customers, particularly for medical-related inquiries.
• Utilize appropriate tools to help determine next steps, including RN Triage, Urgent/Emergent and other processes as appropriate.
• Respond to questions regarding claims, pharmacy, benefits, and other insurance-related topics and issues.
• Diagnose and resolve technical and customer service-related issues, escalating complex or unresolved problems to higher-level teams as needed.
• Maintain follow-up communication with customers to ensure issues are fully resolved and that they are satisfied with the outcome.
• Accurately document all customer interactions, technical support issues, and resolutions in the company's CRM or ticketing system.
• Maintain confidentiality and adhere to HIPAA regulations when handling sensitive medical information.
• Collaborate with other internal teams, including technical support, care centers, and product development, to improve customer service processes and enhance product offerings.
• Participate in calibrations where results, call recordings, etc. are shared with others for the purpose of quality improvement and assessment.

Requirements

• Visual acuity: ability to read text on a computer screen or printed documents for several hours at a time.
• Sitting for extended periods while answering calls, responding to emails, or using a computer (typically 4–8 hours per day, with regular breaks).
• Required to use a computer, laptop camera, headset, and other office equipment; ability to type and use a mouse/keyboard efficiently, along with headset or phone usage for communication.
• Required to appear on camera and in compliance with the dress code for all meetings, training, coachings, and other designated interactions.
• Required to maintain stable internet connectivity in compliance with company standards.
• Hand and arm dexterity: ability to type quickly and accurately, manage multiple tasks simultaneously, and handle office equipment (e.g., headset, mouse).
• Clear speaking and listening abilities, as well as accurate written communication skills.
• Ability to remain alert and engaged during calls and interactions for extended periods (e.g., 4–8 hours).
• Ability to lift office supplies or equipment (typically 10–20 lbs).
• Ability to arrange a work area that promotes efficiency, comfort, and ensures the confidentiality of customers/patients, including potentially adjusting furniture or organizing equipment.
• Dedicated, private, interruption-free work space.
• Hybrid employees must adhere to in-office schedules and requirements as determined by management.

This represents a summary and not an exhaustive list of duties, responsibilities, or requirements for this role.

Pay

Compensation is $20/hr. – $25/hr. and bonus eligible. The anticipated base salary range is $18.00 to $27.00, representing the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.