Customer Experience Associate III
Conduent
Customer Service Guide
Guide Healthcare
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida, Illinois, Kentucky, Minnesota, North Carolina, Rhode Island, Texas, Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $23 per hour
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call handlingclaims paymentclaims status reviewcall documentationcustomer servicehealth plan protocolproblem-solving
Soft skills
communicationlisteningempathyprofessionalismcalm presenceaccountability
