Temporary Customer Service Guide - Remote

Temporary Customer Service Guide - Remote WHO IS GUIDEHEALTH?

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.

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 and 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, 7:00 AM to 7:00 PM (Central Time). You will work a shift within that time frame.
• 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.
• Keep Health a Priority:
  We offer comprehensive Medical, Dental, and Vision plans to keep you covered.
• Plan for the Future:
  Our 401(k) plan includes a 3% employer match to your 6% contribution.
• Have Peace of Mind:
  We provide Life and Disability insurance for those “just in case” moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.
• Feel Supported When You Need It Most:
  Our Employee Assistance Program (EAP) is here to help you through tough times.
• Take Time for Yourself:
  We offer paid time off plans helping you achieve work‑life balance and meet your personal goals.
• Support Your New Family:
  Welcoming a new family member takes time and commitment. Guidehealth…