Healthcare Customer Care Representative

About the role

As a Customer Care Representative you'll be accountable for creating a positive experience for customers by answering inbound calls, providing helpful information, and resolving concerns with efficiency and care. In this role, you will use clear communication, active listening, and basic problem-solving skills to support customer needs while maintaining a friendly and professional tone. This position contributes to the organization's commitment to high-quality service by ensuring each interaction is handled accurately, courteously, and with a customer-first mindset.

Responsibilities

• Take ownership of customer concerns through resolution and ensuring a positive experience.
• Escalation of 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.

Requirements

• Live in the Dallas metroplex and be able to work onsite in North Frisco, TX.
• Work Monday through Friday, on-site at 6435 Flyers Way, Frisco, TX 75033.
• Use a wired headset provided by the company.
• Must pass a drug screen and background check.
• Onsite interviews at 6435 Flyers Way, Frisco, TX 75033.
• Apply prior call center experience to deliver high-quality service (preferred but not required).
• Bilingual proficiency in Spanish is a plus and may qualify for additional compensation.

Training & schedule

Work 40 hours per week, onsite, Monday through Friday at 6435 Flyers Way, Frisco, TX 75033. Initial Product Training: Mandatory 100% attendance required during initial six to seven days of classroom, product training. Week 2 through week 5: Participate in live customer calls with tenured Customer Care staff assisting you and TEAMS IM tool to prepare you for entry to the call center floor. Schedule during initial 5 weeks: Monday through Friday, 8:30 a.m. – 5:00 p.m.

Pay & benefits

• Hourly pay begins at $18.25 per hour with opportunities for raises during your initial six months of employment.
• Bilingual in English and Spanish? You may qualify for increased hourly pay following evaluation.
• 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.