Temporary Customer Service Guide - Remote

Temporary Customer Service Guide - Remote

Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers. Driven by empathy and powered by AI and predictive analytics, Guidehealth leverages remotely-embedded Health guides™ and a centralized Managed Service Organization to build stronger connections with patients and providers.

Physician-led, Guidehealth empowers our partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients.

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.

• 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.

The base pay range for this role is $21.00 to $22.00 an hour paid biweekly.

• Work from Home: fully remote.
• Medical, Dental, and Vision plans.
• 401(k) plan with 3% employer match to your 6% contribution.
• Life and Disability insurance.
• Employee Assistance Program (EAP).
• Paid time off plans.
• Paid parental leave.
• Professional learning and development resources.

The listed compensation range is paid bi-weekly. Final base pay depends on factors such as skill set, experience, education, location and certifications.

Diversity, inclusion, and belonging are at the core of Guidehealth’s values. We are an equal opportunity employer and consider applicants without regard to race, religion, color, age, sex, sexual orientation, gender identity, national origin, citizenship, marital status, disability, family status, or any other protected class.

Employees provide their own internet connection, capable of video calls and connecting to various internal and external systems. Required minimum internet speed is 100 Mbps download, 10 Mbps upload.

• Mid-Senior level

• Full-time

• Management and Manufacturing

• Hospitals and Health Care