Summary

We are seeking a dedicated and empathetic professional to join our team in a customer contact role focused on delivering exceptional customer service to members, providers, and other stakeholders. This position involves managing inbound and/or outbound communications via phone, email, chat, portals, and secure correspondence systems. Responsibilities include researching claims, verifying insurance coverage, resolving inquiries, and ensuring compliance with healthcare regulations. The ideal candidate will follow established scripts and guidelines, demonstrate strong attention to detail, and consistently provide high-quality, positive contact experiences.

Your role in our mission

• Engage promptly and professionally with providers and members through inbound/outbound calls, emails, live chat, and other platforms, addressing inquiries with empathy, accuracy, and composure.
• Listen carefully to questions and concerns, providing clear and accurate information in alignment with company policies and procedures, and escalate complex issues to leadership when appropriate.
• Document all interactions, feedback, and resolutions accurately in the CRM or case management system, and share insights on recurring issues to support process improvement
• Collaborate effectively with team members and supervisors to coordinate support, maintain a positive work environment, and ensure issues are routed to the appropriate departments.
• Meet or exceed established KPIs, including call quality, handle time, customer satisfaction, and adherence to scripts, quality standards, and scheduled work hours.

What we're looking for

• High school diploma/GED required
• 1–2 years of experience in customer service, preferably healthcare
• Demonstrate strong organizational and communication skills, with high attention to detail and the ability to actively listen, show empathy, and respond to member and/or provider concerns with compassion and clarity.