Customer Service Representative

Sagility is hiring a remote Customer Service Representative to support members and patients for leading healthcare organizations. In this work-from-home role, you'll handle high-volume inbound calls, respond to benefit and claim inquiries, document interactions accurately, and escalate complex issues as needed. You'll use multiple computer systems, follow HIPAA and quality guidelines, and meet performance metrics for accuracy, empathy, and call resolution.

Sagility offers a collaborative, mission-driven culture focused on improving health outcomes through data, technology, and compassionate service while growing your career in healthcare support.

Responsibilities

• Handle high-volume inbound calls from healthcare members and patients
• Provide accurate information on benefits, claims, authorizations, and services
• Document all interactions clearly and completely in CRM and claim systems
• Verify member information and protect PHI in compliance with HIPAAFollow scripts, policies, and procedures to resolve issues and escalate when needed
• Meet or exceed quality, attendance, and productivity metrics
• Use multiple computer applications simultaneously while speaking with callers
• De-escalate frustrated callers with empathy and professional communication
• Collaborate with supervisors and team leads to improve processes
• Participate in training and coaching to maintain up-to-date knowledge

Required Skills

• Customer service
• Call center operations
• Healthcare terminology
• Benefits and claims knowledge
• Data entry and typing
• CRM and ticketing systems
• Multitasking across applications
• Verbal and written communication
• Problem-solving
• HIPAA and privacy compliance