Healthcare CSR - U.S. Remote

Imagenet; United States; Remote; USD 23,000 - 25,000; Full time

Job summary

Imagenet is seeking a dependable Healthcare Enrollment Customer Service Representative to join our remote contact center. This role handles inbound calls about healthcare enrollment and eligibility, delivering accurate, professional, and timely service to members.

The ideal candidate has healthcare and customer service experience, thrives in a high-volume environment, and can navigate multiple systems while assisting callers with sensitivity and discretion.

Qualifications

• 1+ year of experience in a healthcare contact center or related environment.
• Working knowledge of healthcare and health insurance terminology.
• Previous customer service experience, preferably in a high-volume phone environment.
• Strong verbal and written communication skills.
• Ability to navigate multiple applications and systems while assisting callers.
• Must pass a criminal background check.
• Ability to work remotely and independently.

Responsibilities

• Handle inbound calls related to healthcare enrollment, eligibility, and account information.
• Research and respond to enrollment and eligibility inquiries using client systems, payer resources, and established procedures.
• Assist callers with questions regarding enrollment status, eligibility, demographic information, and other enrollment-related matters within the scope of the position.
• Accurately update and maintain member demographic, enrollment, and eligibility information in applicable systems.
• Navigate multiple applications and resources while actively assisting callers.
• Clearly and accurately document calls, actions taken, outcomes, and required follow-up.
• Identify discrepancies or issues with enrollment and eligibility information and follow established procedures for resolution or escalation.
• Communicate complex healthcare information in a clear, professional, and customer-friendly manner.
• Follow established scripts, workflows, standard operating procedures, knowledge resources, and escalation processes.
• Meet established expectations for quality, productivity, schedule adherence, attendance, and customer service.
• Protect confidential information and maintain compliance with HIPAA, privacy, security, and client requirements.
• Collaborate with internal teams and leadership to resolve issues and support a positive customer experience.

Job description

Healthcare Customer Service Representative

We are seeking a dependable, detail-oriented Healthcare Enrollment Customer Service Representative to join our remote contact center team. This position is responsible for assisting callers with healthcare enrollment and eligibility-related inquiries while providing accurate, professional, and timely customer service. The ideal candidate has healthcare and customer service experience, is comfortable working in a structured, high-volume contact center environment, and can efficiently navigate multiple systems while assisting callers.

Job Type: Full-time - 100% Remote Position

Schedule: Monday-Friday, 11am - 7:30pm EST

Pay: $17.00 - $18.00 per hour DOE

Key Responsibility:

• Handle inbound calls related to healthcare enrollment, eligibility, and account information.
• Research and respond to enrollment and eligibility inquiries using client systems, payer resources, and established procedures.
• Assist callers with questions regarding enrollment status, eligibility, demographic information, and other enrollment-related matters within the scope of the position.
• Accurately update and maintain member demographic, enrollment, and eligibility information in applicable systems.
• Navigate multiple applications and resources while actively assisting callers.
• Clearly and accurately document calls, actions taken, outcomes, and required follow-up.
• Identify discrepancies or issues with enrollment and eligibility information and follow established procedures for resolution or escalation.
• Communicate complex healthcare information in a clear, professional, and customer-friendly manner.
• Follow established scripts, workflows, standard operating procedures, knowledge resources, and escalation processes.
• Meet established expectations for quality, productivity, schedule adherence, attendance, and customer service.
• Protect confidential information and maintain compliance with HIPAA, privacy, security, and client requirements.
• Collaborate with internal teams and leadership to resolve issues and support a positive customer experience.

Requirements:

• 1+ year of experience in a healthcare contact center, health plan, enrollment, eligibility, member services, provider services, claims, healthcare administration, or related environment preferred.
• Working knowledge of healthcare and health insurance terminology.
• Previous customer service experience, preferably in a high-volume phone environment.
• Strong verbal and written communication skills.
• Ability to communicate professionally and effectively with callers while handling sensitive or complex situations.
• Strong computer skills with the ability to efficiently navigate multiple applications, browser-based systems, and resources simultaneously.
• Ability to accurately document information while actively assisting callers.
• Demonstrated attention to detail, organization, and problem-solving skills.
• Ability to follow established procedures and recognize situations requiring escalation.
• Ability to work independently in a remote environment while remaining engaged and accountable to the team.
• Must successfully pass a criminal background check

Preferred Experience:

• Healthcare enrollment or eligibility experience.
• Health plan member services, provider services, claims, or benefits experience.
• Experience working in a high-volume healthcare contact center.
• Familiarity with major healthcare payers and common health insurance terminology.
• Experience working with multiple systems while simultaneously speaking with and assisting customers.
• Experience working in a performance-driven environment with defined quality and productivity metrics.

WORK FROM HOME REQUIREMENTS

• High Speed Internet of 25MBPS download and 5MBPS upload. You will be required to provide a speed test.
• Ability to directly hardwire to your modem
• Required to have a quiet dedicated work area.