Care Guide

Job Description Summary

Care Guide Support Specialist is responsible for providing expert technical and customer support to both medical and non‑medical customers. The role involves troubleshooting, resolving technical issues, and ensuring customers fully benefit from the company’s products and services. The Specialist coordinates with care center staff to provide exceptional experiences for patients and members, addressing inquiries, making appointments, and maintaining effective communication. The position 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.
  • Maintain advanced knowledge of technology, troubleshoot connectivity problems, and communicate complex technical information to customers in an understandable and customer‑friendly manner.
• Medical Customer Service & Coordination
  • Provide customer service to patients/members, answering inquiries regarding medical appointments, insurance verification, eligibility determinations, benefits, etc.
  • Process medical orders, verify patient information, coordinate, and ensure accuracy in documentation.
  • Provide accurate information related to care center services, locations, and providers.
  • Collabor with care center staff to ensure a seamless, best‑in‑class experience for all customers, especially for medical‑related inquiries.
  • Use appropriate tools to 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 internal teams—including technical support, care centers, and product development—to improve customer service processes and enhance product offerings.
  • Participate in calibrations where results, call recordings, etc., are shared for quality improvement and assessment.
• Visual Acuity
  • Ability to read text on a computer screen or printed documents for several hours at a time.
• Sitting for Extended Periods
  • Ability to sit for extended periods while answering calls, responding to emails, or using a computer.
  • Suggested duration: 4–8 hours per day, with regular breaks.
• Use of Computer and Office Equipment
  • Required to use a computer, laptop camera, headset, and equipment.
  • Ability to type and use a mouse/keyboard efficiently, along with headset or phone usage for communication.
  • Required to appear on camera and comply with the dress meetings, training, coaching, and other designated interactions.
  • Required to maintain stable internet connectivity in compliance with company standards.
• Hand and Arm Dexterity
  • Ability to type quickly and accurately, manage multiple tasks simultaneously, and handle office equipment (e.g., headset, mouse).
• Clear Communication
  • Typical requirements: clear speaking and listening abilities, as well as accurate written communication skills.
• Physical Stamina
  • While not physically demanding in terms of heavy lifting or strenuous activity, remote customer service workers may need to maintain focus for long periods, sometimes requiring stamina to stay engaged.
  • Ability to remain alert and engaged during calls and interactions for extended periods (e.g., 4–8 hours).
• Occasional Lifting of Office Equipment
  • This position generally does not involve heavy physical tasks, but you may need to move or set up office equipment occasionally, such as adjusting a desk, setting up a new monitor, or repositioning chairs.
  • Ability to lift office supplies or equipment typically up to 10–20 lbs.
• Work Environment Maintenance
  • Ability to arrange a work area that promotes efficiency, comfort, and ensures confidentiality of customer/patient information, including potentially adjusting furniture or organizing equipment.
  • Hybrid employees must adhere to in‑office schedules and requirements as determined by management.

$20.00 to $30.00 per hour.

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