Care Guide Support Specialist
Must be able to start on September 8, 2025 and be present for all training for the following 6-8 weeks. Training is fully paid.
Must successfully complete 6-8 weeks of training with 100% attendance.
Key responsibilities include addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients. The ideal candidate will possess strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information.
Key Responsibilities:
Technical and Customer Support:
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Respond to customer inquiries promptly via phone, email, or chat and ensure efficient resolution of issues.
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Advance knowledge of technology including ability to troubleshoot connectivity., and communicate complex technical information to customers in an understandable and customer-friendly manner.
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Medical Customer Service & Coordination:
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Provide customer service to patients/ members, addressing inquiries regarding medical appointments, insurance verification and eligibility determinations, benefits, etc.
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Process medical orders, including verifying patient information, coordinating, and ensuring accuracy in documentation.
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Providing accurate information related to care center services, locations and providers
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Work closely with care center staff to ensure a seamless and best-in-class experience for all customers, particularly for medical-related inquiries.
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Utilize appropriate tools to help determine next steps, including RN Triage, Urgent/Emergent and other processes as appropriate
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Respond to questions regarding claims, pharmacy, benefits and other insurance related topics and issues
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Issue Resolution & Troubleshooting:
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Diagnose and resolve technical and customer service-related issues, escalating complex or unresolved problems to higher-level teams as needed.
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Maintain follow-up communication with customers to ensure issues are fully resolved and that they are satisfied with the outcome.
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Customer Documentation & Record Keeping:
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Accurately document all customer interactions, technical support issues, and resolutions in the company's CRM or ticketing system.
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Maintain confidentiality and adhere to HIPAA regulations when handling sensitive medical information.
Collaboration & Feedback:
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Collaborate with other internal teams, including technical support, care centers, and product development, to improve customer service processes and enhance product offerings.
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Participate in calibrations where your results, call recordings, etc. are shared with others for the purpose of quality improvement and assessment.
Visual Acuity:
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Ability to read text on a computer screen or printed documents for several hours at a time.
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Sitting for Extended Periods:
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Sitting for extended periods while answering calls, responding to emails, or using a computer.
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Suggested Duration: 4-8 hours per day, with regular breaks.
Use of Computer and Office Equipment:
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Required to use a computer, laptop camera, headset, and other office equipment.
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Ability to type and use a mouse/keyboard efficiently, along with headset or phone usage for communication.
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Required to appear on camera and in compliance with our dress code for all meetings, training, coachings and other designated interactions.
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Required to maintain stable internet connectivity in compliance with company standards.
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Ability to type quickly and accurately, manage multiple tasks simultaneously, and handle office equipment (e.g., headset, mouse).
Clear Communication:
Physical Stamina:
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While not physically demanding in terms of heavy lifting or strenuous activity, remote customer service workers may need to maintain focus for long periods, sometimes requiring stamina to stay engaged.
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Ability to remain alert and engaged during calls and interactions for extended periods (e.g., 4-8 hours).
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Occasional Lifting of Office Equipment:
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While this position doesn’t generally face heavy physical tasks, you may need to move or set up their office equipment occasionally, such as adjusting a desk, setting up a new monitor, or repositioning chairs.
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Ability to lift office supplies or equipment (typically 10-20 lbs).
Work Environment Maintenance:
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Ability to arrange a work area that promotes efficiency, comfort and ensures the confidentiality of our customers/patients which includes potentially involving adjusting furniture or organizing equipment. This requires a dedicated, private interruption free work space.
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Company policy prohibits employees from providing dependent care for an adult or child during work hours.
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Hybrid employees must adhere to in-office schedules and requirements as determined by management
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This represents a summary and not an exhaustive list of duties, responsibilities or requirements for this role.
Compensation: $20/hr. - $25/hr. & bonus eligible
