Remote Healthcare Customer Service Representative

Description

Research complex issues across multiple databases. It requires fluency in computer navigation and toggling while confidently and compassionately engaging in dialogue with the caller. Training will provide candidates with knowledge of the various products, plans and levels of benefits available to members. They will be taking calls from Providers not Veterans but most of these calls will be regarding referrals, dental, credentialling, VA personnel, and urgent care.

This particular contract is different than other call center contracts; these are vital health appts that these veterans need – 10-12 hour drive to get to these appts to do.

• Monday-Friday, 7:00am CST - 7:00pm CST

NOTE:

All applicants should be able to work an 8-hour shift within these hours, as schedules may change based on business needs. Potential exists for weekend/holiday work schedules.

Start Date:

11/1/2026

• Handle incoming and outgoing phone calls and identify the type of assistance the customer needs
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Assist customers in navigating the portal while encouraging and reassuring them to become self-sufficient in using our tools
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Special projects, initiatives, and other job duties assigned
• Meet departmental standards for production and quality.
• Meet departmental standards for schedule adherence.
• Participate in training and self-development opportunities when appropriate.
• Demonstrate a cooperative, positive attitude in the workplace.
• Perform all other duties as deemed appropriate to provide customer service
• Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses
• Launch outbound calls as appropriate
• Policy/process identification and improvement
• Ongoing quality improvement for Veteran and Provider interactions
• Providing Excellent Customer Care to our Veterans and Providers

Customer service, call center customer service, healthcare customer service, Customer support, microsoft office, Windows, military

Customer service,call center customer service,healthcare customer service,Customer support,microsoft office

Top Qualities of Top Performers – Compassion/Empathy, metrics driven, engagement, ideally previous remote experience, tech savvy, attendance, resource utilization not memorization

• Ability to create, copy, edit, save, and send documents utilizing Microsoft Word, Microsoft Excel,
• Ability to navigate multiple different systems
• and Microsoft Outlook
• Prior military experience

Entry Level

This is a Contract position based out of East Thetford, VT.

The pay range for this position is $14.78 - $15.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for…