Care Guide Support Specialist

Overview

Job Description Summary
Care Guide Support Specialist

The Care Guide Support Specialist is responsible for providing expert technical and customer support to both medical and non-medical customers. This role involves troubleshooting, resolving technical issues, and ensuring customers fully benefit from the company’s products and services. The Specialist will also coordinate with care center staff to provide exceptional experiences for patients and members. Key responsibilities include addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients.

The ideal candidate will possess strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information. This role is Hybrid in our Sandy, UT office.

• Technical and Customer Support
  • Respond to customer inquiries promptly via phone, email, or chat and ensure efficient resolution of issues.
  • Advance knowledge of technology including ability to troubleshoot connectivity, and communicate complex technical information to customers in an understandable and customer-friendly manner.
• Medical Customer Service & Coordination
  • Provide customer service to patients/members, addressing inquiries regarding medical appointments, insurance verification and eligibility determinations, benefits, etc.
  • Process medical orders, including verifying patient information, coordinating, and ensuring accuracy in documentation.
  • Providing accurate information related to care center services, locations and providers.
  • Work closely with care center staff to ensure a seamless and best-in-class experience for all customers, particularly for medical-related inquiries.
  • Utilize appropriate tools to help determine next steps, including RN Triage, Urgent/Emergent and other processes as appropriate.
  • Respond to questions regarding claims, pharmacy, benefits and other insurance related topics and issues.
• Issue Resolution & Troubleshooting
  • Diagnose and resolve technical and customer service-related issues, escalating complex or unresolved problems to higher-level teams as needed.
  • Maintain follow-up communication with customers to ensure issues are fully resolved and that they are satisfied with the outcome.
• Customer Documentation & Record Keeping
  • Accurately document all customer interactions, technical support issues, and resolutions in the company's CRM or ticketing system.
  • Maintain confidentiality and adhere to HIPAA regulations when handling sensitive medical information.
• Collaboration & Feedback
  • Collaborate with other internal teams, including technical support, care centers, and product development, to improve customer service processes and enhance product offerings.
  • Participate in calibrations where your results, call recordings, etc. are shared with others for the purpose of quality improvement and assessment.
• Physical & Work Environment
  • Visual Acuity:
    Ability to read text on a computer screen or printed documents for several hours at a time.
  • Sitting for Extended Periods:
    Sitting for extended periods while answering calls, responding to emails, or using a computer. Typical duration 4-8 hours per day with breaks.
  • Use of Computer & Office Equipment:
    Requires use of a computer, laptop camera, headset, and other office equipment. Ability to type and use a mouse/keyboard efficiently. Must appear on camera and comply with dress code for meetings, trainings and other interactions. Maintain stable internet connectivity.
  • Hand & Arm Dexterity:
    Ability to type quickly and accurately and manage multiple tasks while using office equipment.
  • Clear Communication:
    Clear speaking and listening abilities, and accurate written communication skills.
  • Physical Stamina:
    Ability to stay focused and engaged during calls and interactions for extended periods (e.g., 4-8 hours).
  • Occasional Lifting of Office Equipment:
    May need to move or set up office equipment occasionally (e.g., up to 10-20 lbs).
  • Work Environment Maintenance:
    Arrange a work area that promotes efficiency and confidentiality; hybrid employees must adhere to in-office schedules.

This represents a summary and not an exhaustive list of duties, responsibilities or requirements for this role.

Compensation: $20.00 to $39.00 per hour; bonus eligible