Director of Customer Experience
Mercury
Member Care and Provider Specialist/Customer Service, Healthcare
Centivo
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $23 per hour
Job Level
Junior
About the role
- Answer incoming calls from members and providers with questions about benefits, eligibility, and claims
- Research and resolve complex issues using company tools, documentation, and outbound calls
- Educate members and providers on how to navigate the platform, benefits, and resources
- Accurately document every interaction and follow established procedures
- Calmly de-escalate concerns and handle first-level complaints with empathy
- Support appeals processes and ensure timely follow-up actions are taken
- Participate in a team working to deliver affordable, high-quality healthcare solutions
Requirements
- Familiarity with the Microsoft operating system and its suite of applications (Outlook, Word, Excel)
- Ability to communicate professionally, both written and verbal
- Solid attention to detail and problem-solving abilities
- A calm, professional demeanor when handling calls
- High school diploma or GED
- 1–2 years of experience in a provider office and/or fast-paced call center environment
- Preferred: At least 1 year of hands-on experience in healthcare, health insurance, or a related field
- Preferred: Bilingual (Spanish/English)
- Authorization to work in the United States (applicants asked if authorized)
- Mandatory attendance for in-person training starting September 29, 2025 (approx. 5–6 weeks, Mon–Fri 8:30 AM–5:00 PM EST)
- Ability to work on-site at downtown Buffalo, NY office after training
