Care Guide Support Specialist

Responsibilities

• Respond to inquiries via email, phone, live chat, asynchronous messaging, etc.
• Provide the primary support for a regional health plan.
• Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, appointment scheduling, and more.
• Take ownership of resolving customer service and healthcare navigation issues.
• Takes ownership of quality, efficiency, casing, productivity, and other standards of world class service.
• Keep customer information confidential and in compliance with HIPAA regulations.
• Manage case backlog attentively and document each interaction in Salesforce.
• Exercise problem resolution skills when handling customer concerns using various internal tools.
• Make outbound calls, including appointment scheduling with providers, and other related duties as assigned.
• Show willingness to work occasional overtime.

• 1–2 years of experience in customer support with an emphasis in healthcare, wellness, and medical billing and claims preferred.
• Experience supporting a health plan preferred.
• Strong organizational skills and the ability to solve problems.
• Medical office experience preferred but not required.
• Strong communication skills, both verbal and written.
• Tech savviness – ability to use and navigate members with our mobile technology.
• Maintain 100 % attendance throughout training and excellent attendance beyond training.
• Positive, friendly, and professional demeanor with customers.
• Adept at juggling multiple tasks and customer support requests simultaneously.
• Familiarity with Salesforce Service Cloud and Google Suite is a plus.
• Must be able to work 40 hours per week; requires sitting, standing, talking or listening on the phone.
• High school diploma required or equivalent.
• Spanish speaking and writing a plus.