Healthcare Contact Center Representative, Inbound and Outbound

About the role

This position serves as the primary voice of Guide Health, managing both inbound and outbound interactions for members and providers. The focus is on delivering empathetic, efficient guidance through complex healthcare benefits and care management. Success requires adaptability, collaboration, and a commitment to protecting privacy while resolving issues and driving enrollment.

Healthcare and social care roles support people directly. Clinicians provide treatment and care. Support staff coordinate services and casework. The work is regulated, rewarding, and demanding. Safeguarding, documentation, and teamwork are part of every role. Care sector work is guided by codes of practice, and professional standards are taken seriously. Most employers provide supervision and regular check-ins for staff.

Key facts

What you'll do

Practice active listening to clarify needs and concerns, responding with empathy and patience in every conversation.

Steer Customers through internal processes and available resources to reach their desired outcomes and resolve healthcare-related inquiries.

Own Customer issues from start to finish, ensuring complete resolution and satisfaction while documenting all interactions and solutions accurately in the appropriate systems.

Identify recurring issues or trends during Customer interactions and escalate them to management for review.

Protect sensitive member information and maintain confidentiality at all times.

Engage in ongoing training and development to strengthen skills and knowledge relevant to the role.

Requirements

Hold a high school diploma or equivalent.

Possess a minimum of 2 years of experience in customer service within a health plan, HMO, TPA, or healthcare setting, or in program enrollment, telemarketing, cold calling, appointment setting, inside sales, or other outbound calling roles.

Minimum of 1 year of experience in a healthcare contact center or outbound calling environment.

Demonstrate exceptional customer service skills and a genuine passion for helping others.

Show strong empathy, patience, and the ability to build rapport with diverse individuals.

Exhibit excellent verbal and written communication skills, including excellent grammar and English pronunciation.

Communicate clearly, concisely, and professionally in all interactions.

Use active listening skills to understand and address Customer needs effectively.

Handle objections and articulate program value using persuasion in a Customer-centered manner without closing sales transactions or collecting payment.

Comfortable with structured outbound calling, scripted call flows, and dialer-based workflows.

Resilient when navigating refusals, voicemails, unanswered calls, and repetitive dialing volume.

Strong problem-solving and critical-thinking abilities.

Able to navigate complex systems and processes.

Proficient with computer systems, including CRM software and Microsoft Office Suite.

Quick to learn and retain information for healthcare products and processes.

Work independently and as part of a team while maintaining high accountability.

Handle stressful situations with professionalism and composure.

Knowledge of medical terminology, healthcare benefits, and insurance processes.

Nice to have

Candidates with experience in both inbound and outbound Customer service via multiple channels.

Bilingual skills.

An Associate's, bachelor's, or master's degree.

Practical notes

Guide Health is a fully remote company, and this role is based in Minneapolis, us.

Typical interview steps

Care sector interviews usually include scenario questions, a values conversation, and checks of registration or qualifications. Candidates may be asked how they would handle a difficult case or manage risk. Empathy, boundaries, and clear communication are assessed. Interviewers often ask how you balance care with boundaries and risk. Reflecting on real cases you have handled, with the outcome, is the strongest preparation.

Good to know

The role focuses on customer guidance, education, and outreach rather than sales or collections.

Success depends on empathy, clear communication, and strict compliance with privacy regulations.

The schedule may include varied hours to support outreach and coverage needs.

Training is provided to build healthcare knowledge and system proficiency.