Healthcare Contact Center Representative
G
GuidehealthHealthcare
United StatesFull-TimeMiddle
Salary20 - 22 USD per hour
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Job Details
- Languages
- English
- Experience
- Minimum of 2 years of experience in one or more of the following: customer service in a health plan, HMO, TPA, or healthcare setting; OR program enrollment, telemarketing, cold calling, appointment setting, inside sales, or other outbound calling roles. Minimum of 1 year of experience in a healthcare contact center or outbound calling environment.
- Required Skills
- Microsoft Office SuiteCustomer serviceHIPAAActive listening
Requirements
- High school diploma or equivalent.
- Minimum 2 years of relevant experience in customer service (health plan, HMO, TPA, healthcare) OR outbound calling/sales roles.
- Minimum 1 year of experience specifically in a healthcare contact center or outbound calling environment.
- Excellent verbal and written communication skills with high proficiency in English grammar and pronunciation.
- Demonstrated ability to build rapport, show empathy, and handle objection-based conversations professionally.
- Proficiency with computer systems including CRM software and Microsoft Office Suite.
- Knowledge of medical terminology, healthcare benefits, and insurance processes.
- Ability to work independently and as part of a team with a high level of accountability.
- Ability to maintain stable internet connection (minimum 100 Mbps download, 10 Mbps upload) and work on-camera during virtual meetings.
Responsibilities
- Provide friendly, accurate, and timely service to Customers through inbound and outbound interactions via phone, email, chat, SMS, video calls, co-browser sessions, and other channels.
- Actively listen to understand Customers’ needs and concerns and demonstrate empathy and patience.
- Research and resolve complex issues regarding benefits, claims, eligibility, and provider networks.
- Document all interactions and resolutions accurately and thoroughly in the appropriate systems.
- Conduct outbound enrollment outreach and clinical quality/wellness outreach such as medication reminders and preventative care checks.
- Educate Customers on plan benefits, policies, and procedures while promoting self-service resources.
- Comply with HIPAA and all applicable outbound calling regulations (e.g., TCPA).
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