Temporary Customer Service Guide Remote

Job Description

At Guidehealth, our mission is simple but powerful: to make great healthcare affordable for all. We’re a technology-forward company that believes in accountability, continuous learning, innovation, and ensuring every voice is heard—all while leading with empathy.

We’re looking for Customer Service Guides who are tech‑savvy, resilient, and passionate about helping others. This is more than customer service—you’ll be the trusted voice for our members providers, guiding them through the complex world of healthcare with empathy, clarity, and confidence.

• Serving 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.
• Navigating multiple systems and balancing several interactions at once, staying accountable for accurate, timely, and empathetic resolutions.
• Assuring the accurate and timely handling of client and member calls with total follow through.
• Answering client and provider questions including, but not limited to claims payment, status and coverage information.
• Educating customers on their plan and encouraging use of our digital tools—helping them learn how to navigate healthcare more confidently.
• Interpreting client health plan protocol.
• Reviewing claims status and providing status to member.
• Check tracer documentation.
• Maintaining accurate and complete call documentation.
• Maintaining high level of professionalism.
• Returning incoming calls.
• Solving questions about benefits, claims, eligibility, and providers, collaborating across teams when needed.
• Safeguarding privacy at all times—strictly following HIPAA and confidentiality standards.
• Documenting thoroughly, taking ownership of issues, and following through until every customer feels heard and supported.

• At least 2 years of experience in a healthcare contact center.
• 3+ years of customer service experience overall.
• Associate or Bachelor's degree or recent work toward a degree is preferred.
• 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.

• Core business hours:
  Monday–Friday, 8:00 AM to 6:00 PM (Central Time).
• This is a temporary 12‑week role. 40 hours a week.

• Work from Home:
  Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
• Medical, Dental, and Vision plans to keep you covered.
• 401(k) plan includes a 3% employer match to your 6% contribution.
• Life and Disability insurance for those “just in case” moments. Additionally, voluntary Life options to keep you and your loved ones protected.
• Employee Assistance Program (EAP) to help you through tough times.
• Paid time off plans helping you achieve work‑life balance and meet your personal goals.
• Paid parental leave to give you the time you need.
• Resources dedicated to your learning and development to advance your career with us.

Compensation: $21.00‑$23.00 per hour, paid bi‑weekly.

Upon successful completion of full training program you will receive a $500.00 bonus.

Base pay range for this role is between $21.00 to $23.00 per hour, paid bi‑weekly. Upon successful completion of full training program you will receive a $500.00 bonus.

• We are driven by Accountability — grounded in transparency, reliability, and integrity as we navigate challenges and opportunities alike.
• Always Growing, Always Learning — staying curious and continuously improving inspires us to shape a better future for healthcare.
• With Collaborative Innovation, we solve problems creatively, making every experience better for our employees and the patients we serve.
• At Guidehealth, every Voice matters — we believe our collective strength is rooted in the unique perspectives of each…