Customer Service Representative - Health Valet

Health Valet

This role is responsible for consulting and supporting our Coupe Health members. Health Valets focus is on helping members navigate their care; through understanding their benefits, partnering to find the highest quality of care, and ensuring that Coupe Health members are educated and equipped to make the best decision for their wellbeing. Health Valets will create and foster relationships with members, providers, and other stakeholders to resolve any issues that impact members.

Our Health Valets will make a difference in the lives of our members by understanding their needs and supporting them providing white-glove service and problem resolution. In this role, you will be responsible for handling inbound calls from members regarding claims, benefits, prior authorizations, and medications, providing assistance on all aspects of their medical plan. This role involves managing escalated member concerns, performing outbound emails and call center tasks, and collaborating closely with account management and operations teams to address inquiries and ensure seamless support.

Now hiring for a November 16th start date! We are now hiring a group of Health Valets to support Coupe Health's members in our call center on morning, afternoon, and evening shifts. We provide paid training to set you up for success in this role! Training begins 11/16/2026. This position will be a fully remote, work-from-home position. You are required to have an Internet Service Provider (ISP) that has a high-speed internet land-based connection.

To ensure stable performance, the connection must be hard-wired from the router to the company-provided equipment.

• Respond to inbound member calls regarding claims, benefits, prior authorizations, medications, and all aspects of their medical plan.
• Manage both inbound and outbound communications, including handling escalated member concerns with professionalism and empathy.
• Perform outbound emails and support call center operations to ensure timely and accurate member assistance.
• Meet established performance metrics, including average handle time and quality survey scores, while maintaining call center service standards.

• Navigate multiple applications efficiently while supporting team members and maintaining service agility.
• Collaborate with Account Management and Operations teams to address inquiries and provide accurate information.
• Work as part of a dedicated internal escalation team to ensure all required information is complete and accurate before forwarding cases to Operations or IT. Conduct a final review to confirm readiness prior to submission.
• Support other Health Valets with any claim questions or escalations as needed.
• Performs additional responsibilities consistent with the scope and level of the role, as assigned.

• 2+ years of experience in related role or 1+ years internal experience.
• High school diploma (or equivalent)

• Ability to communicate process and procedural information clearly, actively listen to anticipate team needs, and align messaging to support operational effectiveness.
• Ability to analyze operational issues, evaluate options with guidance, and work with team members to implement effective solutions.
• Ability to organize work across multiple tasks, balance competing priorities, and manage time to ensure consistent delivery and quality.
• Fluent in Spanish (other bilingual skills will be considered)
• Healthcare or related industry experience.
• Customer service and call center experience.
• Ability to work in a cross functional environment with both internal and external stakeholders.
• Demonstrated resiliency, empathy, and ability to encourage and empower members to take actions to improve their health outcomes.
• Demonstrated ability in making timely service oriented decisions that align with corporate procedures and protocol.
• Ability to interpret and communicate analytical information to both individuals and clients in a clear and concise manner within and outside the organization.
• Demonstrated skills in conflict resolution.

Teleworker

Role designation definition:

• Teleworking is working full time remote.
• Hybrid is a minimum of 2 days onsite.
• Onsite is full-time onsite.

$23.81 - $29.76 - $35.71 Hourly

Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive…