Work at Home Customer Service Advisor (Kentucky residents)

About the role

This is a work-from-home customer service role in a structured contact center environment. You'll spend most of your day handling health insurance questions from customers, health care providers and beneficiaries via phone and email, including benefits, eligibility and payments.

Responsibilities

• Listen carefully, empathize and evaluate each situation to determine next steps - while staying calm and focused across interactions.
• Navigate multiple computer systems and resources to resolve questions, communicating in a courteous, personable and professional way during calls.
• Research and handle questions about benefits, eligibility, payments, quality-of-care concerns and other issues.
• Provide accurate information to customers, managers and clients.
• Create and send status updates or service recovery communications.
• Routinely escalate inquiries when needed.
• Explain policies, procedures and benefit details.
• Document each interaction clearly in the tracking system.
• Offer timely and accurate solutions through inbound and outbound conversations (e.g., phone calls, chats, emails) while keeping a positive and upbeat attitude.

Requirements

• Clear written and verbal communication
• Able to review in-depth info and reach logical conclusions
• Basic math skills (for payment-related questions)
• Empathy and dependability
• Strong listening, organization, multitasking and time management
• Ability to work in a changing environment
• Basic computer skills, including Microsoft Office
• Typing speed of 30+ words per minute (Take a free typing test here: www.typingtest.com)
• Must have the ability to pass a pre-employment background check and drug screen
• High school diploma or equivalent
• 2+ years of customer service experience (call center, retail, restaurant/fast food, hotel, or any role where you regularly worked with customers)
• Availability within operating hours: Monday - Friday | 8 a.m. - 9 p.m. Eastern time (7 a.m. - 8 p.m. Central / 6 a.m. - 7 p.m. Mountain / 5 a.m. - 6 p.m. Pacific)
• Available to work weekends from October through March
• Reliable attendance and ability to follow a set schedule (queues are time-sensitive)
• Experience with medical claims reimbursements or billing
• Familiarity with health insurance terminology
• Understanding of health care policies, procedures, applicable certificates and riders, and benefits as related to inquiry processing
• Knowledge of customer service practices
• Kentucky resident
• Secluded, distraction-free workspace

Qualifications

• High school diploma or equivalent
• 2+ years of customer service experience (call center, retail, restaurant/fast food, hotel, or any role where you regularly worked with customers)
• Available to work weekends from October through March
• Reliable attendance and ability to follow a set schedule (queues are time-sensitive)
• Experience with medical claims reimbursements or billing
• Familiarity with health insurance terminology
• Understanding of health care policies, procedures, applicable certificates and riders, and benefits as related to inquiry processing
• Knowledge of customer service practices
• Kentucky resident

Skills

• Clear written and verbal communication
• Able to review in-depth info and reach logical conclusions
• Basic math skills (for payment-related questions)
• Empathy and dependability
• Strong listening, organization, multitasking and time management
• Ability to work in a changing environment
• Basic computer skills, including Microsoft Office
• Typing speed of 30+ words per minute (Take a free typing test here: www.typingtest.com)
• Must have the ability to pass a pre-employment background check and drug screen
• High school diploma or equivalent
• 2+ years of customer service experience (call center, retail, restaurant/fast food, hotel, or any role where you regularly worked with customers)
• Experience with medical claims reimbursements or billing
• Familiarity with health insurance terminology
• Understanding of health care policies, procedures, applicable certificates and riders, and benefits as related to inquiry processing
• Knowledge of customer service practices
• Kentucky resident

Benefits

• Medical and prescription coverage
• Dental and vision insurance
• Paid time off
• Associate wellness program with rewards for annual checkups
• Programs to quit tobacco use and manage chronic conditions (e.g., diabetes, asthma)
• 401(k) with match
• Flexible spending account (FSA)
• Life insurance
• Company-paid short- and long-term disability insurance
• 24/7 online access to doctors through Teladoc
• 24/7 nurse help desk
• Patient advocacy with free 24/7 support for benefit questions and claims
• Guidance for family, financial and estate planning (including wills)

Pay

This position starts at $14 per hour.

Schedule

Set schedules are assigned and flexibility is limited - best for someone who values consistency and reliability.

Remote Work Requirements

• High-speed internet from a wired provider (cable or fiber)
• Your computer must be physically connected to your modem/router using an Ethernet cable*
• *Morley provides a six-foot Ethernet cable with the equipment for this role. If you need a longer cable for your setup, you will need to supply it.

The Remote Experience

Wondering what it's like to work for Morley from home? Check out this video to get a glimpse of a remote associate's typical day and how their home office setup helps them stay focused.

Why Join Our Morley Family

• Health & Wellness Benefits
• Financial Benefits
• Benefits to Make Your Life Easier

About Morley

Our mission is to deliver extraordinary experiences. We do this by leading with humility, embracing everyone, sweating the details and moving mountains (making the impossible possible) - for our associates and for the world-leading companies that partner with us.

Notice

At Morley, your paycheck is just the start - add in health coverage, wellness resources and financial benefits, and you get a total compensation package designed to support you in work and in life.

Equal Opportunity Employer

We are an Equal Opportunity Employer and promote a caring and respectful work environment. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Reasonable Accommodations

We provide reasonable accommodations for those with disabilities. If you need reasonable accommodation to participate in the application or interview process, please contact talentacquisition@morleynet.com.

Form I-9

Every new hire must complete Form I-9 and present proof of identity and U.S. work eligibility.

Automated Employment Decision Tool (AEDT)

Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.