Inbound Contacts Representative

About the Role

As a Specialty Inbound Contacts Representative, you will provide remote support to members and providers by handling inbound calls, addressing benefit questions, resolving concerns, and guiding next steps. Your goal is to ensure members feel supported, heard, and satisfied by resolving issues efficiently and documenting interactions accurately.

Responsibilities

• Handle 40+ inbound calls daily in a call center environment
• Assist with benefit inquiries, service issues, and general questions
• Escalate unresolved grievances and document interactions thoroughly
• Follow established workflows to resolve routine and moderately complex issues
• Identify and escalate issues requiring further attention
• Meet quality, productivity, and customer experience standards

Requirements

• At least 2 years of customer service experience
• Proficiency in documenting customer issues and supporting multiple systems
• Strong communication skills with empathy and accountability
• Remote work setup with specific internet requirements and dedicated workspace
• Willingness to remain in the role for at least 12 months
• Periodic travel for training or meetings may be required

Qualifications

• Preferred: Associate or bachelor’s degree
• Preferred: Healthcare or insurance experience

Schedule

• Training includes six weeks of initial instruction with full attendance required
• Post-training shifts are scheduled between 8:00 AM and 9:00 PM Eastern, Monday to Friday

Benefits

This role offers a competitive salary and comprehensive benefits.