Healthcare Contact Center Representative, Inside Sales

About the role

At Guide Health, we prioritize creating a supportive and positive workplace where our employees can thrive. We are looking for a Healthcare Contact Center Representative to join our team, serving as a vital communication link between our organization and our valued customers, including members, patients, and healthcare providers. In this role, you will not only respond to inquiries but also guide customers through the complexities of healthcare benefits and care management, ensuring they receive the assistance and information they need. Your focus will be on delivering exceptional service through various communication channels, fostering trust, and empowering customers to make informed decisions about their healthcare.

Key facts

What you'll do

• Deliver friendly, accurate, and timely support to customers through various channels, including phone, email, chat, SMS, and video calls.
• Actively listen to customers to understand their needs and concerns, demonstrating empathy and patience throughout interactions.
• Assist customers in navigating internal processes and available resources to help them achieve their desired outcomes.
• Build rapport and establish trust with customers, creating a personalized and positive experience.
• Exceed customer expectations by going above and beyond in service delivery, leaving a lasting positive impression.
• Ensure the privacy and dignity of customers by protecting their Personal Health Information (PHI) and adhering to HIPAA regulations.
• Provide backup support to other departments, including Claims, Utilization Management, and Care Management, and perform various other assigned duties.
• Address inquiries related to benefits, claims, eligibility, and provider networks, and resolve complex issues by collaborating with other departments as needed.
• Take ownership of customer issues, ensuring complete resolution and satisfaction while documenting all interactions thoroughly.
• Educate customers on plan benefits, policies, and procedures, simplifying complex healthcare information for better understanding.
• Conduct outbound outreach for program enrollment, inviting eligible members to participate in care management programs and conducting wellness check-ins.
• Effectively communicate the value and benefits of programs to customers, using consultative listening and persuasion skills to address concerns and objections.
• Comply with all applicable regulations and policies during outbound calling, ensuring adherence to TCPA and state do-not-call rules.
• Participate in ongoing training and development opportunities to enhance skills and knowledge, contributing to a collaborative team environment.

Requirements

• A high school diploma or equivalent is required.
• At least 2 years of experience in customer service within a healthcare setting, health plan, or similar environment, with a preference for candidates who have experience in both inbound and outbound roles.
• A minimum of 1 year of experience in a healthcare contact center or outbound calling environment.
• Proven customer service skills with a genuine passion for helping others.
• Strong empathy and patience, with the ability to build rapport with diverse individuals.
• Excellent verbal and written communication skills, with a strong command of English grammar and pronunciation.
• Ability to clearly and professionally articulate information to customers.
• Active listening skills, enabling effective understanding and addressing of customer needs.
• Strong persuasion and objection-handling abilities, with a focus on articulating the value of programs in a customer-centered manner.
• Comfort with structured outbound calling and the use of dialer-based workflows.
• A resilient and positive attitude when dealing with refusals and high call volumes.

Nice to have

• Experience with healthcare-related software or customer relationship management (CRM) tools.
• Familiarity with HIPAA regulations and compliance standards in healthcare.
• Previous experience in a sales or enrollment role, particularly in healthcare.

Skills & tools

• Proficient in using various communication platforms, including phone systems, email, chat, and video conferencing tools.
• Strong organizational skills and the ability to manage multiple tasks efficiently.
• Familiarity with healthcare terminology and processes.

Practical notes

• This position is based in Minneapolis, US, and is a full-time role.
• The salary for this position will be competitive and commensurate with experience.
• Visa sponsorship is not available for this role.

Join Guide Health and become part of a mission-driven team dedicated to making a positive impact in the lives of our customers. Your role as a Healthcare Contact Center Representative will not only enhance your professional skills but also contribute to the well-being of individuals navigating their healthcare journeys.