Healthcare Contact Center Representative – Inbound and Outbound

Job not on LinkedIn

🔥 0 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $20 - $22 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Guide Healthcare

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

⚕️ Healthcare Insurance

🏥 Healthcare

🎯 Recruiter

Healthcare Insurance • Healthcare • Recruitment

Guide Healthcare is leading a movement where creativity delivers positive change in the healthcare sector. The company specializes in allied health service provision and healthcare recruitment, focusing on the support and treatment of older adults. With a commitment to adding value to their clients, partners, and teams, Guide Healthcare aims to do things differently in the industry.

📋 Description

• Provide friendly, accurate, and timely service to members/patients, providers, and other stakeholders through inbound and outbound phone, email, chat, SMS, video, co-browsing, and other channels • Listen to customer needs, demonstrate empathy, build rapport, and establish trust • Help customers navigate healthcare processes, benefits, care programs, and available resources • Answer and resolve inquiries about benefits, claims, eligibility, provider networks, prior authorizations, preventive health, and related topics • Research complex issues, collaborate with departments, escalate recurring issues and trends, and ensure complete resolution • Document customer interactions and resolutions accurately in appropriate systems • Educate customers about plan benefits, policies, procedures, self-service portals, and healthcare resources • Conduct outbound enrollment outreach and clinical quality and wellness calls, including medication reminders, blood pressure checks, preventive-care reminders, care-gap closure, and wellness check-ins • Handle inbound inquiries about care-management programs, qualify interest, explain program value, and guide prospective enrollees through next steps • Follow scripts and call flows, manage dialer dispositions, and meet productivity and quality targets • Recognize and escalate clinical, behavioral-health, and urgent member needs • Protect PHI and comply with HIPAA, TCPA, state do-not-call rules, and other applicable requirements • Support Claims, Utilization Management, Intake, Quality, Care Management, Patient Engagement, and other departments • Participate in coaching, training, professional development, and process improvement • Meet performance goals for CSAT, first-contact resolution, quality, efficiency, attendance, and schedule adherence

🎯 Requirements

• High school diploma or equivalent required • Minimum 2 years of experience in customer service in a health plan, HMO, TPA, healthcare setting, program enrollment, telemarketing, cold calling, appointment setting, inside sales, or other outbound calling roles • Minimum 1 year of experience in a healthcare contact center or outbound calling environment • Experience in both inbound and outbound customer service via multiple channels strongly preferred • Exceptional customer service skills and passion for helping others • Strong empathy, patience, rapport-building, active listening, persuasion, and objection-handling skills • Excellent English verbal and written communication, grammar, and pronunciation • Comfort with structured outbound calling, scripted call flows, and dialer-based workflows • Strong problem-solving and critical-thinking abilities • Ability to navigate complex systems and processes • Proficiency with computer systems, CRM software, and Microsoft Office Suite • Ability to learn and retain information quickly • Ability to work independently and collaboratively with strong accountability • Ability to handle stressful situations professionally and calmly • Knowledge of medical terminology, healthcare benefits, and insurance processes • Bilingual skills are a plus • Associate's, bachelor's, or master's degree preferred • Ability to provide internet with minimum 100 Mbps download and 10 Mbps upload

🏖️ Benefits

• Fully remote work with flexibility and no commuting • Medical, dental, and vision plans • 401(k) plan with a 3% employer match to the employee's 6% contribution • Life and disability insurance • Voluntary life insurance options • Employee Assistance Program (EAP) • Paid time off plans • Paid parental leave • Learning and development resources • Necessary work equipment provided at no charge • Virtual meetings with cameras on to foster connection and engagement