Customer Service Guide Remote 500 bonus!

Guidehealth; Detroit (MI); Remote; USD 10,000 - 60,000; Full time

Job summary

A healthcare technology company is looking for a Customer Service Guide in Detroit, MI. The role involves serving as a first point of contact for members and providers, handling multiple interactions daily, and educating clients about their health plans. Ideal candidates have at least 2 years of experience in a healthcare contact center and possess strong communication skills. This is a full-time remote position offering a flexible schedule and compensation between $21.00 to $23.00 per hour.

Benefits

Comprehensive medical, dental, and vision plans

401(k) plan with employer match

Paid time off

Paid parental leave

Employee Assistance Program

Qualifications

• At least 2 years of experience in a healthcare contact center.
• 3 years of customer service experience overall.
• Prior experience working across multiple customer service channels.

Responsibilities

• Serve as the first point of contact for members and providers.
• Handle 30-40 calls per day and manage other interactions.
• Educate customers on their plan and encourage use of digital tools.

Skills

Tech-savvy

Strong communication skills

Problem-solving skills

Resilience

Empathy

Education

Associate or Bachelor's degree

Job description

At Guidehealth our mission is simple but powerful : to make great healthcare affordable for all. We're a technology-forward company that believes in accountability, continuous learning, innovation and ensuring every voice is heard all while leading with empathy.

We're looking for Customer Service Guides who are tech‑savvy, resilient and passionate about helping others. This is more than customer service – you'll be the trusted voice for our members and providers guiding them through the complex world of healthcare with empathy, clarity and confidence.

WHAT YOULL BE DOING

• Serving as the first point of contact for members and providers handling 30-40 calls per day while also managing chats, texts, emails, video and co‑browsing with an expected call resolution time of 6 to 8 minutes.
• Navigating multiple systems and balancing several interactions at once, staying accountable for accurate, timely and empathetic resolutions.
• Assuring the accurate and timely handling of client and member calls with total follow‑through.
• Answering client and provider questions, including but not limited to claims, payment status and coverage information.
• Educating customers on their plan and encouraging use of our digital tools, helping them learn how to navigate healthcare more confidently.
• Interpreting client health plan protocol.
• Reviewing claims status and providing status to member.
• Check tracer documentation.
• Maintaining accurate and complete call documentation.
• Maintaining high level of professionalism.
• Returning incoming calls.
• Solving questions about benefits, claims, eligibility and providers, collaborating across teams when needed.
• Safeguarding privacy at all times, strictly following HIPAA and confidentiality standards.
• Documenting thoroughly, taking ownership of issues and following through until every customer feels heard and supported.

QUALIFICATIONS

WHAT YOU'LL NEED TO HAVE FOR SUCCESS

• At least 2 years of experience in a healthcare contact center.
• 3 years of customer service experience overall.
• Associate or Bachelor's degree or recent work toward a degree is preferred.
• Prior experience working across multiple customer service channels such as calls, chat, text and email.
• Tech‑savvy with the ability to learn and pivot quickly across multiple systems.
• Strong communication, listening and problem‑solving skills.
• A calm professional presence in high‑volume situations with empathy as a core strength.

SCHEDULE

Core business hours: Monday – Friday 8:00 AM to 6:00 PM (Central Time).

This is a full‑time 40‑hour role with shifts scheduled within these hours.

THIS IS NOT YOUR TYPICAL CALL CENTER JOB

As a Customer Service Guide you'll gain a deep understanding of our members, systems and services, but this role is just the starting point. From here you'll have opportunities to grow into roles in Quality, Client Success, Claims, Utilization Management, Referrals, Intake and Healthguide (Medical Assistant).

At Guidehealth every voice matters; growth is supported and empathy isn’t just encouraged—it's expected. Everyone is responsible to help teammates thrive! We provide ongoing feedback regarding performance and encourage feedback sharing from all team members.

Ready to join a company that's innovative, mission‑driven and built for growth? Apply today and help us make great healthcare affordable for all.

ADDITIONAL INFORMATION

The base pay range for this role is between $21.00 to $23.00 per hour paid bi‑weekly. Upon successful completion of full training program you will receive a $500.00 bonus.

ALIVE WITH PURPOSE

How We Thrive at Guidehealth

At Guidehealth our values come to life in everything we do.

• We are Driven by Accountability grounded in transparency, reliability and integrity as we navigate challenges and opportunities alike.
• Always Growing, Always Learning, staying curious and continuously improving inspires us to shape a better future for healthcare.
• With Collaborative Innovation we solve problems creatively, making every experience better for our employees and the patients we serve.
• At Guidehealth Every Voice Matters; we believe our collective strength is rooted in the unique perspectives of each team member.
• And through Empathy in Action we build stronger connections with those who count on us.
• This is what it means to be ALIVE with purpose. This is how we thrive together at Guidehealth.

BENEFITS

All full‑time employees of Guidehealth who work 30 hours per week or more are eligible for our comprehensive benefits package. While you are hard at work advancing value‑based healthcare we are here to ensure you have the care you and your family need and the opportunities for growth and development. Our commitments to you include:

• Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
• Keep Health a Priority: We offer comprehensive medical, dental and vision plans to keep you covered.
• Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.
• Have Peace of Mind: We provide life and disability insurance for those just in case moments. Additionally we offer voluntary life options to keep you and your loved ones protected.
• Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.
• Take Time for Yourself: We offer paid time off plans helping you achieve work‑life balance and meet your personal goals.
• Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need.
• Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us.

COMPENSATION

The listed compensation range is paid bi‑weekly per our standard payroll practices. Final base pay decisions are dependent upon a variety of factors which may include but are not limited to skill set, years of relevant experience, education, location and licensure/certifications.

OUR COMMITMENT TO EQUAL OPPORTUNITY EMPLOYMENT

Diversity, inclusion and belonging are at the core of Guidehealth's values. We are an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation and identity, national origin, citizenship, marital status, familial status, physical or medical disability, Family and Medical Leave, military or veteran status, pregnancy, childbirth or other related medical conditions or any other classification protected by federal, state and local laws and ordinances. Our management is fully dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, advertising, pay and other forms of compensation, training and general treatment during employment.

OUR COMMITMENT TO PROTECTION OF PATIENT AND COMPANY DATA

This position is responsible for following all Security policies and procedures in order to protect all PHI and PII under Guidehealth's custodianship as well as Guidehealth Intellectual Properties. For any security‑specific roles the responsibilities would be further defined by the hiring manager.

REMOTE WORK TECHNICAL REQUIREMENTS

Guidehealth is a fully remote company. We provide new employees with the necessary equipment to function in their role at no charge to the employee. Employees provide their own internet connection capable of conducting video calls on camera and connecting to various internal and external systems. The required internet speed is a minimum of 100 Mbps download and 10 Mbps upload. Please run a speed test here to confirm your internet connection meets these requirements.

Remote Work: Yes

Employment Type: Full‑time

KEY SKILLS

Typing, Data Entry, Customer Service, Basic Math, Computer Skills, Windows, Banking, Upselling, Pricing, Sanitation, Cash Handling, Stocking

Experience: years

Vacancy: 1