Healthcare Customer Service Representative

Creative Solutions Services, LLC; Quincy (MA); On-site; USD 37,000 - 40,000; Full time

Job summary

Creative Solutions Services, LLC is hiring Healthcare Customer Service Representatives to assist consumers with questions about healthcare programs, billing, and services. The role is fully onsite in a high-volume call center and requires accurate documentation of interactions and navigation of service options.

Ideal candidates have experience in customer service, call centers, healthcare, insurance, or admin support and thrive in a fast-paced, performance-driven environment.

Qualifications

• High school diploma or equivalent required.
• Approximately 1 year of customer service or related experience preferred.
• Previous healthcare, insurance, member services, or contact center experience is a plus.

Responsibilities

• Handle inbound calls from consumers and enrollees.
• Provide accurate information regarding healthcare programs, billing, and services.
• Document inquiries and interactions in applicable systems.
• Meet QA, productivity, attendance, and performance expectations.
• Coordinate translation services for non-English-speaking callers.

Skills

Customer service

Active listening

Communication

Multi-tasking

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

Healthcare Customer Service Representative

Pay Rate: $18.00/hour
Bilingual Pay Rate: $18.50/hour
Industry: Healthcare / Member Services
Fully onsite

Position Overview

We are seeking Healthcare Customer Service Representatives to support consumers with questions related to healthcare programs, billing, and available services. This position works in a high-volume contact center environment and is responsible for answering inbound calls, providing accurate information, documenting customer interactions, and helping callers navigate their questions and service needs.

The ideal candidate will have previous experience in customer service, call centers, healthcare, insurance, member services, or administrative support and be comfortable working in a fast-paced, performance-driven environment.

Key Responsibilities

• Handle incoming calls from consumers, prospective enrollees, the general public, and individuals assisting members.
• Answer questions and provide accurate information regarding healthcare programs, billing, and available services.
• Assist callers while following established policies, procedures, and call-handling guidelines.
• Accurately document customer inquiries, interactions, and outcomes within applicable systems.
• Perform accurate and timely data entry while assisting customers.
• Assist callers with requests for informational materials through mail, email, or electronic download.
• Transfer or refer consumers to the appropriate department or resource based on their needs.
• Escalate complex questions or customer concerns to designated staff for additional assistance.
• Coordinate translation services for non-English-speaking callers according to established procedures.
• Maintain confidentiality and follow all privacy and information-security requirements.
• Meet established Quality Assurance (QA), productivity, attendance, and performance expectations.
• Communicate customer concerns or potential issues to supervisors as appropriate.
• Attend required meetings, training sessions, and ongoing program education.
• Maintain current knowledge of applicable procedures and systems.
• Perform additional duties as assigned by management.

Qualifications

• High school diploma or equivalent required.
• Approximately 1 year of customer service or related experience preferred.
• Previous healthcare, insurance, member services, or contact center experience is a plus.
• Excellent verbal and written communication skills.
• Strong customer service and active-listening abilities.
• Strong organizational skills and attention to detail.
• Comfortable working in a high-volume, fast-paced contact center environment.
• Ability to accurately enter and document information while assisting callers.
• Ability to navigate multiple computer systems and applications.
• Ability to work independently as well as collaboratively within a team.
• Ability to interact professionally and courteously with a diverse population.
• Ability to maintain confidentiality and protect sensitive information.
• Ability to learn and consistently follow established policies and procedures.
• Proficiency with Microsoft Office and general computer applications.

Preferred Experience

• Healthcare Customer Service
• Call Center / Contact Center
• Member Services
• Health Insurance Customer Service
• Patient or Member Support
• High-Volume Inbound Calls
• Data Entry & Documentation
• Administrative Support

Bilingual Opportunities

Bilingual candidates are encouraged to apply. Candidates supporting bilingual customer interactions must be able to communicate effectively in both languages and may be required to complete a language proficiency assessment.

Bilingual Pay Rate: $18.50/hour