Customer Service Representative

About the role

This fully remote position supports healthcare provider clients by delivering high‑quality customer service during day‑shift hours. The representative handles complex inquiries, resolves issues efficiently, and works closely with cross‑functional teams to improve provider satisfaction and operational performance.

Key responsibilities

• Respond to provider inquiries with accurate, timely, and empathetic communication.
• Resolve complex issues related to eligibility, benefits, claims status, and service authorizations using defined workflows.
• Document every interaction in the customer service system with clear, structured notes.
• Collaborate with operations, clinical support, and technology teams to address escalations and remove process blockers.
• Analyze recurring issues to identify gaps and propose process improvements.
• Adhere to healthcare privacy, security, and compliance standards.
• Meet or exceed service level targets for response time, handling time, and quality scores.

Required profile

• Minimum three years of proven customer service experience handling complex inquiries and maintaining high satisfaction scores.
• Strong familiarity with healthcare provider processes such as enrollment, credentialing, authorization, and claims follow‑up.
• Ability to work independently from a stable home office, maintaining availability during day‑shift hours.

Required skills