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Guidehealth · 8 hours ago

Temporary Customer Service Guide - Remote

United States

Full-time

Remote

Mid Level

$21/hr - $22/hr

3+ years exp

Guidehealth is a data-powered healthcare company focused on operational excellence and affordable healthcare. They are seeking Customer Service Guides who will serve as the first point of contact for members and providers, providing support and guidance through various communication channels while ensuring empathy and clarity in healthcare navigation.

Artificial Intelligence (AI)Health CareInformation TechnologyMedical

Responsibilities

Serving as the first point of contact for members and providers, handling 30–40 calls per day while also managing chats, texts, emails, video, and co-browsing, with an expected call resolution time of 6 to 8 minutes

Navigating multiple systems and balancing several interactions at once, staying accountable for accurate, timely, and empathetic resolutions

Assuring the accurate and timely handling of client and member calls with total follow through

Answering client and provider questions including, but not limited to claims payment, status and coverage information

Educating customers on their plan and encouraging use of our digital tools—helping them learn how to navigate healthcare more confidently

Interpreting client health plan protocol

Reviewing claims status and providing status to member

Check tracer documentation

Maintaining accurate and complete call documentation

Maintaining high level of professionalism

Returning incoming calls

Solving questions about benefits, claims, eligibility, and providers, collaborating across teams when needed

Safeguarding privacy at all times—strictly following HIPAA and confidentiality standards

Documenting thoroughly, taking ownership of issues, and following through until every customer feels heard and supported

Qualification

Healthcare contact center experienceCustomer service experienceMulti-channel supportTech-savvyCommunication skillsListening skillsEmpathyProfessionalismProblem-solving skills

Required

At least 2 years of experience in a healthcare contact center

3+ years of customer service experience overall

Associate or Bachelor's degree or recent work toward a degree is preferred

Prior experience working across multiple customer service channels such as calls, chat, text, and email

Tech-savvy with the ability to learn and pivot quickly across multiple systems

Strong communication, listening, and problem-solving skills

A calm, professional presence in high-volume situations, with empathy as a core strength

Benefits

Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.

Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered.

Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.

Have Peace of Mind: We provide Life and Disability insurance for those 'just in case' moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.

Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.

Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals.

Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need.

Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us.