Customer Support Representative; Healthcare/Insurance
Job in
Phoenix, Maricopa County, Arizona, 85003, USA
Listed on 2026-10-12
Listing for:
Cypress HCM
Full Time, Part Time
position Listed on 2026-10-12
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Technical Support, Customer Service Rep
Job Description & How to Apply Below
- Hybrid schedule with 1 day per week onsite
- Provide customer support for members, providers, employers, brokers, and other users accessing secure web portals and digital services.
- Handle inbound phone calls, portal access questions, navigation issues, voicemail follow-up, and other assigned customer support activities.
- Perform initial troubleshooting and triage of portal and digital service issues and escalated more complex issues when needed.
- Accurately document customer interactions and follow established procedures and service standards.
- Handle inbound customer support calls and thoroughly document each interaction.
- Assist users with portal registration, access, navigation, and basic troubleshooting.
- Perform Level 1 triage of issues involving web portals and digital services.
- Support member, employer, broker, provider, and guest inquiries.
- Process voicemail and follow-up activities as assigned.
- Escalate technical or complex issues to the appropriate analyst or support team.
- Maintain communication with customers through issue resolution.
- Meet established service-level, quality, and productivity expectations.
- Accurately document issues using designated tracking systems.
- Follow applicable customer service, privacy, HIPAA, and departmental procedures.
- At least 2 years of call center or customer service experience handling external customers by phone.
- At least 1 year of experience providing external end-user support for web portals or digital services.
- Experience working in a health insurance, insurance payer, or medical practice billing environment is preferred based on the manager's intake requirements.
- High school diploma or GED.
- Strong verbal and written communication skills.
- Strong problem-solving, investigative, and active listening skills.
- Ability to navigate multiple systems while handling customer interactions.
- Ability to accurately document customer issues and follow established procedures.
- Ability to consistently meet service-level and quality expectations.
- Ability to type at least 30 WPM.
- Experience supporting web-based capabilities in a healthcare environment.
- Experience with digital portal support or customer-facing technology troubleshooting.
- Salesforce or similar customer support platform experience.
- Experience working with policies, procedures, and support workflows.
- Spanish-speaking ability.
- Temporary coverage assignment
- Expected end date: approximately January 6, 2027
- Full-time schedule, approximately 40 hours per week
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