Customer Service Guide - Remote -$500 bonus!

Guidehealth; Richmond (VA); Remote; USD 10,000 - 60,000; Full time

Job summary

A healthcare technology company is seeking a Customer Service Guide in Virginia. This full-time, remote role requires tech-savvy individuals with at least 2 years of healthcare contact center experience. Responsibilities include managing client calls effectively and educating customers about their plans. Ideal candidates should have strong communication skills and demonstrate empathy. The base pay range is $21 to $23 per hour.

Benefits

Health insurance

401(k) with employer match

Paid time off

Employee Assistance Program

Qualifications

• Experience in a healthcare contact center for at least 2 years is required.
• Overall customer service experience of 3+ years.

Responsibilities

• Handle 30–40 calls per day with a focus on complete follow-through.
• Provide excellent customer service and answer questions about claims.

Skills

Strong communication skills

Problem-solving skills

Tech-savvy

Calm presence under pressure

Empathy

Education

Associate or Bachelor's degree

Job description

Overview

Guidehealth is a data-powered, performance-driven healthcare company focused on operational excellence. Our mission is to make great healthcare affordable, improve patient health, and support providers. Physician-led, we empower partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients.

Job Title: Customer Service Guide

We are looking for tech-savvy, resilient individuals who are passionate about helping others. 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

• Assure accurate and timely handling of client and member calls with complete follow-through
• Provide excellent customer service
• Answer questions from clients and providers about claims payment, status, and coverage information
• Interpret client health plan protocol
• Review claims status and communicate status to the member
• Check tracer documentation
• Maintain accurate and complete call documentation
• Maintain a high level of professionalism
• Return incoming calls
• Other duties as assigned

Qualifications

• Serving as the first point of contact for members and providers, handling 30–40 calls per day while 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, ensuring accurate, timely, and empathetic resolutions
• Resolving questions about benefits, claims, eligibility, and providers; collaborating across teams when needed
• Educating customers on their plan and encouraging use of digital tools
• Safeguarding privacy—strict HIPAA and confidentiality adherence
• Documenting thoroughly, taking ownership of issues, and following through until every customer feels heard and supported

What You’ll Need To Have For Success

• At least 2 years of experience in a healthcare contact center
• 3+ years of overall customer service experience
• Associate or Bachelor's degree or recent work toward a degree (preferred)
• Experience across multiple channels (calls, chat, text, email)
• Tech-savvy with the ability to learn and pivot across multiple systems
• Strong communication, listening, and problem-solving skills
• Calm, professional presence in high-volume situations with empathy as a core strength

Schedule

• Core business hours: Monday–Friday, 8:00 AM–6:00 PM Central Time
• Full-time, 40-hour role with shifts 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. This role is a starting point with opportunities to grow into roles in Quality, Client Success, Claims, Utilization Management, Referrals, Intake, and Healthguide (Medical Assistant).

Guidehealth values every voice, supports growth, and expects empathy. Everyone is responsible for helping teammates Thrive. We provide ongoing feedback and encourage feedback 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.

ALIVE with Purpose: How We Thrive at Guidehealth

Our values come to life in everything we do:

• Driven by Accountability — transparency, reliability, and integrity
• Always Growing, Always Learning — curiosity and continuous improvement
• Collaborative Innovation — solving problems creatively for better experiences
• Every Voice Matters — value diverse perspectives
• Empathy in Action — building stronger connections
• ALIVE with purpose — thriving together

Benefits

All full-time employees (≥30 hours/week) receive a comprehensive benefits package, including:

• Remote work: fully remote with equipment provided; internet is user-owned
• Health insurance: Medical, Dental, Vision
• 401(k) with 3% employer match on 6% employee contribution
• Life and Disability insurance; voluntary Life options
• Employee Assistance Program (EAP)
• Paid time off and paid parental leave
• Learning and development resources

Compensation

The listed compensation range is paid bi-weekly; final base pay decisions depend on factors including skills, experience, education, location, and certifications.

Equal Opportunity Employment

Diversity, inclusion, and belonging are core values. We are an equal opportunity employer and hire without regard to race, creed, color, age, sex, sexual orientation and identity, national origin, citizenship, religion, marital status, familial status, disability, military or veteran status, pregnancy, or other protected classifications.

Protection of Patient and Company Data

This position follows all security policies 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 fully remote. New employees receive necessary equipment at no charge. You provide your own internet with minimum speeds: 100 Mbps download, 10 Mbps upload. Please run a speed test to confirm compliance.