Note: The job is a remote job and is open to candidates in USA. Castlight Health, Inc., operating as apree health, is building an integrated health network that combines data-driven personalization, coordinated care, and aligned incentives. The Customer Support Specialist II provides customer support for a regional health plan and digital health products, handling inquiries, healthcare navigation, account and benefits assistance, appointment scheduling, case management, and issue resolution while maintaining confidentiality and service standards.
Responsibilities
- Respond to inquiries via email, phone, live chat, asynchronous messaging, etc
- Provide the primary support for a regional health plan
- Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, and appointment scheduling, and more
- Take ownership of resolving customer service and healthcare navigation issues
- Takes ownership of quality, efficiency, casing, productivity, and other standards of world class service
- Keep customer information confidential and in compliance with HIPAA regulations
- Manages case backlog attentively and documents each interaction in Salesforce
- Exercises problem resolution skills when handling customer concerns using various internal tools
- Makes out outbound calls, including appointment scheduling with providers, and other related duties as assigned
- Willingness to work occasional overtime
Skills
- Strong organizational skills, and the ability to solve problems
- Strong communication skills, both verbal and written
- Tech savvy- ability to use and navigate members with our mobile technology
- Able to maintain 100% attendance throughout training and excellent attendance beyond training
- Positive, friendly, and professional demeanor with customers
- Adept at juggling multiple tasks and customer support requests at the same time
- Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone
- High school diploma required or equivalent
- 1 - 2 years of experience in customer support with an emphasis in healthcare, wellness, and medical billing and claims preferred
- Experience supporting a health plan preferred
- Medical office experience preferred but not required
- Familiarity with Salesforce Service Cloud and Google Suite is a plus
- Spanish speaking and writing a plus
Benefits
- Full-time remote or hybrid work arrangement
- Training is fully paid and benefits start on day one.
- Medical, dental & vision insurance starts 1st day
- Paid time off & paid holidays
- Employer contributions for HSA accounts
- Tuition assistance
- Matching 401(K)
- Fun, friendly, and unique culture – Bring your whole self to work every day!
Company Overview
Company H1B Sponsorship