Ethos is hiring a Healthcare Customer Support Representative

DriveWhip is hiring a Healthcare Customer Support Representative for the XO Health Advocacy team. You will be the primary contact for members and providers, offering guidance, education, and support regarding health insurance coverage, benefits, and claims. Your role ensures a positive, empowering experience through holistic, omnichannel support.

What You'll Do

• Handle inbound calls, emails, and chats from members and providers with professionalism and empathy.
• Offer accurate information about health plan benefits, coverage, services, and claims.
• Address and resolve inquiries, concerns, and complaints promptly and effectively.
• Provide support with claims processing and status updates.
• Assist members and providers in navigating health plan services, including authorizations, referrals, and eligibility.
• Accurately document all interactions and maintain detailed records in the customer service system.
• Conduct follow-up calls as necessary to ensure resolution and satisfaction.
• Work closely with other departments to resolve complex issues and improve service delivery.
• Support members and providers with eligibility and benefits questions and concerns.
• Provide information on claims status and adjudication details.
• Handle prior authorization requirements and submissions.
• Answer reimbursement policy questions.
• Assist with provider portal navigation.
• Handle W-9 collection.
• Maintain accurate and timely provider data updates in XO systems to support claims processing, reporting, directory publication, and data transfers.
• Meet performance goals in efficiency, call quality, customer satisfaction, compliance, customer follow-up, and attendance.

What We're Looking For

• Bachelor’s degree; OR 3 - 5 years of contact center experience, preferably in healthcare or insurance, may be substituted in lieu of degree.
• Excellent verbal and written communication skills with a strong ability to listen actively.
• Strong analytical and problem-solving skills to address and resolve issues effectively.
• Proficiency in using computer systems, including customer service software and Microsoft Office Suite.
• Ability to build rapport and maintain positive relationships with members and providers.
• Ability to manage multiple tasks efficiently in a fast-paced environment.
• Collaborative attitude with a commitment to team success and the ability to work cross-functionally.
• Flexibility to adapt to changing procedures and environments.
• Familiarity with insurance benefits, coverage, and healthcare regulations.
• Must be able to work within an omnichannel environment, including phone, email, chat, and other digital communication platforms.
• Must be able to support USA contact center hours and participate in a rotating on-call schedule to assist with urgent member and provider support needs.

Nice to Have

• Healthcare Knowledge.
• Experience working with consolidated billing/payment platforms.
• Familiarity with alternative payment models (e.g., bundled payments).
• Familiarity with provider tools including Availity Essentials, payer portals, and EDI standards.
• Bilingual: Proficiency in a second language is a plus, especially Spanish.

Technical Stack

• Microsoft Office Suite
• Customer service software
• Provider tools (Availity Essentials, payer portals, EDI standards)

Team & Environment

You will be part of the XO Health Advocacy team. DriveWhip believes healthcare is fixable and is growing a multi-disciplinary team of diverse and digitally empowered employees ready to rebuild trust in healthcare.

Benefits & Compensation

• Compensation: ₹1,000,000 - ₹1,500,000 INR

Work Mode

This is a remote position based in India.

XO Health is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. XO Health promotes a drug-free workplace.