Customer Service Guide - Remote - $500 bonus!

Guidehealth; Naperville (IL); Remote; USD 10,000 - 60,000; Full time

Job summary

A healthcare solutions provider is looking for a Customer Service Guide in Naperville, IL. This role involves assisting members and providers with healthcare inquiries while providing empathetic support. The ideal candidate has experience in healthcare contact centers, strong communication skills, and is tech-savvy. The position offers comprehensive benefits and the opportunity for professional growth in a fully remote environment.

Benefits

Work from Home

Comprehensive medical, dental, and vision plans

401(k) with employer match

Qualifications

• At least 2 years of experience in a healthcare contact center.
• 3+ years of overall customer service experience.
• Tech-savvy with the ability to learn quickly across systems.

Responsibilities

• Handle 30–40 calls per day and manage chats, texts, emails.
• Educate customers on their plan and encourage digital tool use.
• Document thoroughly and follow through on customer issues.

Skills

Customer service experience

Communication skills

Problem-solving skills

Technical proficiency

Education

Associate or Bachelor's degree

Job description

Overview

Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers. Physician-led, Guidehealth empowers our partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients.

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 you’ll be doing at Guidehealth:

• Assuring the accurate and timely handling of client and member calls with total follow through
• Providing excellent customer service
• Answering client and provider questions including, but not limited to claims payment, status and coverage information
• 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
• Other duties as assigned

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

What You’ll 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
• Solving questions about benefits, claims, eligibility, and providers, collaborating across teams when needed
• Educating customers on their plan and encouraging use of our digital tools—helping them learn how to navigate healthcare more confidently
• 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

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
• 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, with voluntary Life options available
• Feel Supported When You Need It Most: Our Employee Assistance Program (EAP)
• Take Time for Yourself: We offer paid time off plans
• Support Your New Family: Paid parental leave
• Learn and Grow: Resources for learning and development

Compensation

The listed compensation range is paid bi-weekly per our standard payroll practices. Final base pay decisions depend on factors such as skill set, years of relevant experience, education, location, and licensure/certifications.

Equal Opportunity Employment

Diversity, inclusion, and belonging are at the core of Guidehealth’s values. We are an equal opportunity employer. We hire without regard to race, religious creed, color, age, sex, sexual orientation and identity, national origin, citizenship, religion, marital status, familial status, physical or medical disability, military or veteran status, pregnancy or related conditions, or any other classification protected by law.

Protection of Patient and Company Data

This position is responsible for following all security policies and procedures to protect PHI and PII and Guidehealth Intellectual Property. For security-specific roles, responsibilities are defined by the hiring manager.

Remote Work Technical Requirements

Guidehealth is a fully remote company. We provide necessary equipment at no charge. You will provide your own internet connection with a minimum speed of 100 Mbps download and 10 Mbps upload. Please run a speed test to confirm.