Guidehealth is hiring a Temporary Customer Service Guide to be the first point of contact for members and providers, skillfully guiding them through healthcare complexities across multiple channels. This role serves as an entry point with clear pathways for growth into other departments within the company.
What You'll Do
- Serve as the first point of contact for members and providers, handling 30–40 calls per day.
- Manage concurrent interactions across chats, texts, emails, video, and co-browsing.
- Navigate multiple systems to provide accurate, timely, and empathetic resolutions.
- Answer questions regarding claims payment, status, and coverage information.
- Educate customers on their health plan and encourage use of digital tools.
- Interpret client health plan protocol and review claims status.
- Maintain accurate and complete call documentation and return incoming calls.
- Solve questions about benefits, claims, eligibility, and providers by collaborating across teams.
- Safeguard privacy by strictly following HIPAA and confidentiality standards.
- Document thoroughly 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 overall customer service experience.
- 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: USD21 - USD23 hourly.
- Comprehensive Medical, Dental, and Vision plans.
- 401(k) plan with a 3% employer match to your 6% contribution.
- Life and Disability insurance and voluntary Life options.
- Employee Assistance Program (EAP).
- Paid time off plans and paid parental leave.
- Resources dedicated to learning and development.
Work Mode
This is a fully remote position.
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.
