Guide Healthcare

Temporary Customer Service Guide

Guide Healthcare

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇩🇪 Germany

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Salary

💰 $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: 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
communicationlisteningempathyprofessionalismaccountabilitycalm presenceownership