Customer Support Specialist II

apree health is hiring a full-time remote or hybrid Care Guide - Support Specialist to join our Customer Support team in Sandy, UT. This role supports one of our health plans and our digital products, requiring a relentless customer focus, strong teamwork, and a keen interest in technology.

About the role

Must be able to start on 09/28/2026 and attend all virtual training for the following eight weeks. Training is fully paid, and benefits start on day one. Hours of operation are Monday through Friday between 5:45 AM - 6:00 PM MST, and Saturday and Sunday from 6:00 AM - 10:00 AM MST. Shifts will be assigned after training. Must successfully complete 8 weeks of training with 100% attendance.

apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and improve lives. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, offering the world’s first comprehensive app for all health needs.

Responsibilities

• Respond to inquiries via email, phone, live chat, asynchronous messaging, etc.
• Provide primary support for a regional health plan and our digital products, including account access, benefits, programs, incentives, find care, health screening, company sweepstakes, and appointment scheduling.
• Take ownership of resolving customer service and healthcare navigation issues.
• Maintain quality, efficiency, casing, productivity, and other standards of world-class service.
• Keep customer information confidential and in compliance with HIPAA regulations.
• Manage case backlog attentively and document each interaction in Salesforce.
• Exercise problem resolution skills when handling customer concerns using various internal tools.
• Make outbound calls, including appointment scheduling with providers, and perform other related duties as assigned.
• Willingness to work occasional overtime.

Requirements

• 1 - 2 years of experience in customer support with an emphasis in healthcare, wellness, and medical billing and claims preferred.
• Experience supporting a health plan preferred.
• Strong organizational skills and the ability to solve problems.
• Medical office experience preferred but not required.
• Strong communication skills, both verbal and written.
• Tech-savvy—ability to use and navigate members with our mobile technology.
• Able to maintain 100% attendance throughout training and excellent attendance beyond training.
• Positive, friendly, and professional demeanor with customers.
• Adept at juggling multiple tasks and customer support requests at the same time.
• Familiarity with Salesforce Service Cloud and Google Suite is a plus.
• Must be able to work 40 hours per week; requires sitting, standing, talking, or listening on the phone.
• High school diploma required or equivalent.
• Spanish speaking and writing is a plus.

Benefits

• Medical, dental, and vision insurance starting on day one.
• Paid time off and paid holidays.
• Employer contributions for HSA accounts.
• Tuition assistance.
• Matching 401(K).

Pay

The anticipated base salary range for this position is $18.00 to $27.00 per hour. Actual compensation will be determined based on experience, skills, qualifications, geographic location, internal equity, and business needs.

Schedule

• Hours of operation: Monday through Friday, 5:45 AM - 6:00 PM MST, and Saturday and Sunday, 6:00 AM - 10:00 AM MST.
• Shifts will be assigned after training.
• Requires 100% attendance during 8 weeks of paid training.