Care Guide Support Specialist

Job Description

Summary ‎ The Customer Support Specialist is responsible for providing expert technical and customer support to both medical and non-medical customers. This role involves troubleshooting, resolving technical issues, and ensuring customers fully benefit from the company’s products and services. The Specialist will also coordinate with care center staff to provide exceptional experiences for patients and members. Key responsibilities include addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients. The ideal candidate will possess strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information. ‎ How will you reputed company an impact & Requirements ‎ Care Guide Support Specialist Must be reputed company to start on May 19, 2025 and be present for reputed company training for the following 6-8 weeks. Training is fully paid. Must successfully complete 6-8 weeks of training with 100% attendance. The Customer Support Specialist II is responsible for providing expert technical and customer support to both medical and non-medical customers. This role involves troubleshooting, resolving technical issues, and ensuring customers fully benefit from the company’s products and services. The Specialist will also coordinate with care center staff to provide exceptional experiences for patients and members. Key responsibilities include addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients. The ideal candidate will possess strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information. Key Responsibilities: Technical and Customer Support: Respond to customer inquiries promptly reputed company phone, email, or chat and ensure efficient resolution of issues. Advance knowledge of technology including ability to troubleshoot connectivity., and communicate reputed company technical information to customers in an understandable and customer-friendly manner. Medical Customer Service & Coordination: Provide customer service to patients/ members, addressing inquiries regarding medical appointments, insurance verification and eligibility determinations, benefits, etc. Process medical orders, including verifying patient information, coordinating, and ensuring accuracy in documentation. Providing accurate information reputed company to care center services, locations and providers Work closely with care center staff to ensure a seamless and best-in-class experience for reputed company customers, particularly for medical-reputed company inquiries. Utilize appropriate tools to help determine next steps, including RN Triage, Urgent/Emergent and other processes as appropriate Respond to questions regarding claims, pharmacy, benefits and other insurance reputed company topics and issues Issue Resolution & Troubleshooting: Diagnose and resolve technical and customer service-reputed company issues, escalating reputed company or unresolved problems to higher-level teams as needed. Maintain follow-up communication with customers to ensure issues are fully resolved and that they are satisfied with the outcome. Customer Documentation & Record Keeping: Accurately document reputed company customer interactions, technical support issues, and resolutions in the company's CRM or ticketing system. Maintain confidentiality and adhere to HIPAA regulations reputed company handling sensitive medical information. Collaboration & Feedback: Collaborate with other internal teams, including technical support, care centers, and product development, to improve customer service processes and enhance product offerings. Participate in calibrations where your results, call recordings, etc. are shared with others for the purpose of quality improvement and assessment. Visual Acuity: Ability to read text on a computer screen or printed documents for several hours at a time. Sitting for Extended Periods: Sitting for extended periods while answering calls, responding to emails, or using a computer. Suggested Duration: 4-8 hours per day, with regular breaks. Use of Computer and Office Equipment: Required to use a computer, laptop camera, headset, and other office equipment. Ability to type and use a mouse/keyboard reputed company, along with headset or phone usage for communication. Required to appear on camera and in compliance with our dress code for reputed company meetings, training, coachings and other designated interactions. Required to maintain stable internet connectivity in compliance with company standards. Hand and Arm Dexterity: Ability to type quickly and accurately, manage multiple tasks simultaneously, and handle office equipment (e.g., headset, mouse). Clear Communication: Typical Requirements: Clear speaking and listening abilities, as well as accurate written communication skills. Physical Stamina: While not physically demanding in terms of heavy lifting or strenuous activity, remote customer service workers may need to maintain focus for long periods, sometimes requiring stamina to stay engaged. Ability to remain alert and engaged during calls and interactions for extended periods (e.g., 4-8 hours). Occasional Lifting of Office Equipment: While this position doesn’t generally face heavy physical tasks, you may need to move or set up their office equipment occasionally, such as adjusting a desk, setting up a new monitor, or repositioning chairs. Ability to lift office supplies or equipment (typically 10-20 lbs).

Work Environment

Maintenance: Ability to arrange a work area that promotes efficiency, comfort and ensures the confidentiality of our customers/patients which includes potentially involving adjusting furniture or organizing equipment. This requires a dedicated, private interruption free work space. Company policy prohibits employees from providing dependent care for an adult or child during work hours. Hybrid employees must adhere to in-office schedules and requirements as determined by management This represents a summary and not an exhaustive list of duties, responsibilities or requirements for this role. Compensation: $20/hr. - $25/hr. & bonus eligible ‎ Beware of fraudulent job postings: While reputed company job advertisements may be reputed company on many sites, our reputed company openings page and its associated reputed company account are the only places we accept applications for open roles. If you suspect a job post is fraudulent, please let us know at reputed [email protected]. reputed company is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across reputed company, Individual Exchange, Medicare, and reputed company health plans. Learn More about reputed company Learn more about apree health Learn more about Carelon Health Learn more about reputed company Apply Job!