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 patient health, and restore the fulfillment of practicing medicine for providers. 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, delivering high‑quality, outcome‑focused care inside and outside the exam room.

Job Description

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

What You’ll Be Doing

• 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 6–8 minutes.
• Navigating multiple systems and balancing several interactions at once, staying accountable for accurate, timely, and empathetic resolutions.
• Answer client and provider questions—including claims payment, status, coverage information, benefits, eligibility, and providers—collaborating across teams when needed.
• Educate customers on their plan and encourage use of our digital tools, helping them learn how to navigate healthcare more confidently.
• Interpret client health plan protocol, review claim status, and provide updates to members.
• Check tracer documentation, maintain accurate and complete call documentation, and safeguard privacy at all times—strictly following HIPAA and confidentiality standards.
• Maintain a high level of professionalism, returning incoming calls, and documenting thoroughly to ensure every customer feels heard and supported.

What You’ll Need To Have For Success

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

Schedule

• Core business hours:
  Monday–Friday, 7:00 AM to 7:00 PM Central Time (shift within this window).
• This is a temporary 12‑week role, 40 hours per week.

Benefits

• Work from Home: fully remote company, flexibility to focus on professional goals and personal needs.
• Comprehensive Medical, Dental, and Vision plans.
• 401(k) plan with 3% employer match to 6% employee contribution.
• Life and Disability insurance, including voluntary life options.
• Employee Assistance Program (EAP) for support during tough times.
• Paid time off plans for work‑life balance.
• Paid parental leave.
• Professional learning and development resources.

Compensation

Base pay range is $21.00 to $22.00 per hour, paid biweekly.

Equal Opportunity Employment

Guidehealth is 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.

Remote Work Technical Requirements

Guidehealth is a fully remote company. Employees provide their own internet connection capable of video calls on camera and connecting to internal and external systems. Minimum internet speed: 100 Mbps download, 10 Mbps upload.