Guidehealth is looking for a Temporary Customer Service Guide. You will serve as the trusted first point of contact for members and providers, handling multiple communication channels to guide them through healthcare questions and issues with empathy and clarity. This is a temporary, remote customer service role focused on resolving inquiries about claims, benefits, and eligibility.
What You'll Do
- Serve as the first point of contact for members and providers, handling 30–40 calls per day while also managing chats, texts, emails, video, and co-browsing, with an expected call resolution time of 6 to 8 minutes.
- Navigate multiple systems and balance several interactions at once, staying accountable for accurate, timely, and empathetic resolutions.
- Assure the accurate and timely handling of client and member calls with total follow through.
- Answer client and provider questions including, but not limited to claims payment, status and coverage information.
- Educate customers on their plan and encourage use of digital tools—helping them learn how to navigate healthcare more confidently.
- Interpret client health plan protocol.
- Review claims status and provide status to member.
- Check tracer documentation.
- Maintain accurate and complete call documentation.
- Maintain high level of professionalism.
- Return incoming calls.
- Solve questions about benefits, claims, eligibility, and providers, collaborating across teams when needed.
- Safeguard privacy at all times—strictly following HIPAA and confidentiality standards.
- Document thoroughly, take ownership of issues, and follow through until every customer feels heard and supported.
What We're Looking For
- At least 2 years of experience in a healthcare contact center.
- 3+ years of customer service experience overall.
- Prior experience working across multiple customer service channels such as calls, chat, text, and email.
- Tech-savvy with the ability to learn and pivot quickly across multiple systems.
- Strong communication, listening, and problem-solving skills.
- A calm, professional presence in high-volume situations, with empathy as a core strength.
Nice to Have
- Associate or Bachelor's degree or recent work toward a degree.
Benefits & Compensation
- Compensation: $21.00 to $23.00 per hour.
- Comprehensive Medical, Dental, and Vision plans.
- 401(k) plan includes a 3% employer match to your 6% contribution.
- Life and Disability insurance.
- Voluntary Life options.
- Employee Assistance Program (EAP).
- Paid time off plans.
- Paid parental leave.
- Various resources dedicated to learning and development.
Work Mode
Guidehealth is a fully remote company. This role is permanently remote.
We are an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation and identity, national origin, citizenship, religion, marital status, familial status, physical, sensory, or medical disability, Family and Medical Leave, military or veteran status, pregnancy, childbirth or other related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.
