Healthcare Customer Care Representative

About the role

Careington International, a leader in health and wellness benefits for over 45 years, is seeking energetic, career‑oriented Customer Care Representatives. Based in Frisco, TX, the contact center supports 30 + million members and thousands of clients. Representatives provide live‑agent assistance for product education, account maintenance, eligibility verification, provider searches, fulfillment requests, claims inquiries, and other concierge services.

Responsibilities

• Create a positive experience for customers by answering inbound calls, providing helpful information, and resolving concerns efficiently and courteously.
• Take ownership of customer concerns through resolution and ensure a positive experience.
• Escalate complex or high‑priority issues to appropriate teams when necessary.
• Document all customer interactions, resolution steps, and case notes accurately in CRM systems.
• Meet or exceed performance metrics, including quality scores, schedule adherence, after‑call work (ACW), and average handle time (AHT).
• Collaborate with peers, supervisors, and support teams to resolve customer issues and improve processes.
• Participate in coaching sessions, quality calibration, and training initiatives.
• Efficiently navigate up to six software applications across multiple monitors while managing inbound calls.
• Utilize Microsoft Office Suite (Word, Excel, Outlook) daily to support customer interactions and internal operations.
• Maintain a professional, patient, and helpful phone demeanor to build strong customer relationships.
• Apply prior call‑center experience to deliver high‑quality service (preferred but not required).
• Leverage bilingual proficiency in Spanish when applicable.

Requirements

• Must reside in the Dallas metroplex and work onsite at 6435 Flyers Way, Frisco, TX 75033.
• On‑site interviews at the Frisco location.
• Use a wired headset provided by the company.
• Pass a drug screen and background check.
• Work Monday through Friday, 40 hours per week, on‑site.

Skills

• Clear communication and active listening.
• Basic problem‑solving abilities.
• Ability to manage multiple software applications simultaneously.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Bilingual proficiency in Spanish is a plus and may qualify for additional compensation.

Benefits

• Benefit eligibility for you and your dependents begins on the first day of the month following 60 days of employment.
• Paid time off accrual and 11 paid holidays per calendar year.
• Access to a 401(k) plan with Fidelity after 90 days of employment.
• Clear pathways for career advancement within the Call Center and Careington.
• Semi‑monthly paydays on the 15th and last day of each month.

Pay

Hourly pay begins at $18.25 per hour with opportunities for raises during the initial six months of employment. Bilingual English‑Spanish candidates may qualify for increased hourly pay following evaluation.

Schedule

Full‑time, 40 hours per week, Monday through Friday, 8:30 a.m. – 5:00 p.m., onsite at 6435 Flyers Way, Frisco, TX 75033. The first five weeks include mandatory classroom product training (100 % attendance required during days 1‑7) followed by live‑call participation with tenured staff from weeks 2‑5.