Care Guide Support Specialist II

Castlight Health, Inc; Sandy (UT); Hybrid; USD 25,000 - 37,000; Full time

Benefits offered by this job

Medical/Dental/Vision

HSA contributions by employer

Paid time off

Paid holidays

Tuition assistance

Job summary

apree health is seeking a customer support specialist to assist members with benefits, navigation, and provider connections. The role includes answering inquiries by phone, email, and chat, while ensuring HIPAA-compliant handling of information.

The position offers a hybrid schedule in SLC, Utah, with a compensation range of $18.00–$27.00 hourly. Preference for healthcare experience and communication skills is noted, with Spanish a plus.

Qualifications

• 1–2 years in customer support with healthcare focus
• Medical office experience preferred
• 2+ years in customer service or patient care
• Strong verbal and written communication
• Tech-savvy with mobile health apps
• Maintain 100% attendance through training and beyond
• Spanish speaking a plus

Responsibilities

• Explain benefits and connect members to programs
• Respond to inquiries via email, phone, chat
• Provide support for account access, benefits, programs, scheduling
• Resolve customer service and healthcare navigation issues
• Document interactions in Salesforce
• Outbound calls for scheduling and related duties

Skills

Customer support

Strong communication

Multitasking

Phone & email

Education

High school diploma

Tools

Salesforce Service Cloud

Google Suite

Job description

Job Description Summary

apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs.

Responsibilities

• Explanation of Benefits
• Connecting members to designated benefit programs
• Healthcare Service Pricing Estimates
• Medical Billing disputes facilitation
• Provider search
• Respond to inquiries via email, phone, live chat, asynchronous messaging, etc.
• Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, appointment scheduling, and more.
• Take ownership of resolving customer service and healthcare navigation issues
• Takes ownership of quality, efficiency, casing, productivity, and other standards of world-class service
• Keep customer information confidential and in compliance with HIPAA regulations
• Manages case backlog attentively and documents each interaction in Salesforce
• Makes out outbound calls, including appointment scheduling with providers, and other related duties as assigned
• The typical schedule is Monday through Friday in addition to 4-hour shifts on Saturday and/or Sunday. Shifts start as early as 5:45 AM MST and the last shift ends at 7 PM MST (Remote/Hybrid)

Qualifications

• Minimum 1 - 2 years of experience in customer support with an emphasis on healthcare, wellness, and medical billing and claims
• Medical office experience preferred but not required
• Two years of proven customer service and/or patient care experience
• Strong communication skills, both verbal and written
• Tech savvy- the ability to use and navigate members with our mobile technology
• Able to maintain 100% attendance throughout 6 weeks of training and excellent attendance beyond training
• Positive, friendly, and professional demeanor with customers
• Adept at juggling multiple tasks and customer support requests at the same time
• Familiarity with Salesforce Service Cloud and Google Suite is a plus
• Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone
• High school diploma required or equivalent
• Spanish speaking and writing are a plus

At apree health our vision is to transform lives through better health. The apree health culture values and celebrates different backgrounds, perspectives, and points of view. We believe our diversity helps drive creativity and innovation. We strive to make everyone feel included, valued, and engaged; enable them to do their best work; and build their careers here at apree health. That is why diversity and inclusion are more than just words to us. Rather, they are a commitment to a culture where employees feel respected and empowered to share their ideas and deliver the best results.

What you’ll love about working here

• Fun, friendly, and unique culture - Bring your whole self to work every day!
• Medical, dental & vision insurance starts 1st day
• Paid time off & paid holidays
• Employer contributions for HSA accounts
• Tuition assistance

Location

SLC, Utah (HYBRID)

• Travel: None

Compensation

Compensation Range: $18.00 to $27.00. The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.