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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
ATS Keywords
✓ Tailor your resumeApplicant 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