Note: The job is a remote job and is open to candidates in USA. The employer is a leading provider of government-sponsored health and human services. The Senior Customer Service Representative will support a high-volume healthcare contact center by assisting customers, healthcare providers, and stakeholders with eligibility, enrollment, benefits, services, and program requirements. The role involves researching and resolving inquiries, processing transactions, documenting interactions, and maintaining compliance while working remotely.
Responsibilities
- Handle a high volume of inbound and outbound customer calls in a professional and courteous manner
- Assist customers, healthcare providers, and other stakeholders with questions regarding healthcare eligibility, enrollment, benefits, services, and program requirements
- Provide accurate and unbiased information to help customers understand available healthcare program options
- Research customer and case histories using multiple systems to answer questions and resolve issues
- Investigate and resolve more complex or escalated customer inquiries
- Process enrollment, disenrollment, and other program-related transactions accurately
- Review and interpret customer, beneficiary, provider, and system information to determine appropriate next steps
- Document customer interactions, case activity, and resolutions accurately within required systems
- Maintain current knowledge of program policies, procedures, and compliance requirements
- Coordinate with internal teams and external partners when additional research or assistance is required
- Identify recurring customer issues or process concerns and escalate appropriately
- Meet established productivity, call quality, attendance, and performance expectations
- Protect the confidentiality and security of customer and healthcare-related information
- Provide additional operational or project support as needed
Skills
- High school diploma or GED required
- Minimum of **1 year of relevant professional experience** required
- Comfortable handling a high volume of customer calls throughout the workday
- Strong verbal and written communication skills
- Excellent customer service and active listening skills
- Strong research, problem-solving, and issue-resolution abilities
- Ability to navigate multiple computer systems and applications simultaneously
- Strong attention to detail and accurate documentation skills
- Ability to work independently and remain productive in a fully remote environment
- Candidates should not have any planned appointments, vacations, or time off during this period
- Employees will also be expected to remain **on camera throughout the training and nesting period.**
- Candidates residing outside the Eastern Time Zone must be comfortable working Eastern Time hours
- Candidates may reside anywhere within the **contiguous United States**
- Candidates must have a reliable, traditional wired home internet connection. Recommended minimum internet speeds are:
- * **50 Mbps download**
- * **20 Mbps upload**
- Cellular or mobile-based internet service is not permitted
- Previous experience in **customer service, call center operations, healthcare support, insurance, benefits, enrollment, or a related environment** strongly preferred
- Previous Medicaid, healthcare benefits, eligibility, insurance, or government program experience is a plus
Benefits
- Fully remote opportunity
- Company equipment will be provided and shipped directly to the employee
Company Overview