Hugo

Healthcare Support Representative

Hugo

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Onboarding and enrollment support — guiding individuals through registration, account setup, and program onboarding; typically the highest-volume interaction type
  • Service and status inquiries — responding to questions about the status of requests, referrals, orders, or pending actions and explaining next steps clearly
  • Benefits and coverage questions — explaining what is included under a member's plan, addressing billing questions, and supporting plan or account changes
  • Care navigation and escalation — directing individuals to the appropriate clinical or specialist team when a question falls outside the representative's scope
  • Follow-up and outreach — returning missed calls and voicemails within SLA; a consistent part of daily workflow
  • Ticket and case management — logging, tracking, and resolving interactions across phone and digital channels using a CRM or case management platform
  • Multi-system navigation — working across multiple platforms simultaneously, including CRM, communication, and knowledge management tools
  • Quality and productivity targets — meeting defined KPIs for answer rate, handle time, wrap-up, and quality scores
  • Training participation — completing all required training phases, including self-paced learning, shadowing, nesting, and ongoing quality calibration

Requirements

  • Prior customer service or call center experience (BPO), preferably in a healthcare, insurance, or benefits-related environment
  • Strong phone communication skills — clear, calm, and empathetic under pressure
  • Comfort navigating multiple systems and tools simultaneously
  • High attention to detail with the ability to follow structured workflows
  • Reliable, punctual, and able to thrive in a fast-paced, high-volume environment.
Benefits
  • Competitive salary
  • Flexible working hours
  • Professional development budget
  • Home office setup allowance
  • Global team events
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case managementticket managementCRMmulti-system navigationKPI tracking
Soft Skills
phone communicationempathyattention to detailreliabilitypunctuality