About the job Customer Service Assistant (Remote)
We are looking for a full-time customer service representative (concierge associate) to join our member services team and digitally engage with members (users) and help them find the right healthcare for their needs. This position focuses on assisting members via phone, chat and email. Concierge associates are the voice of the company, so you must be passionate about providing quality service and helping people solve their problems. In this position, you will become an expert on the product, operations and the needs of our members. For the strongest candidates, this is a starting point to grow within the company.
To ensure user coverage, Concierge Associates have some shift requirements. The current service operates weekdays during East Coast business hours, although this may change in the future based on need.
Responsibilities will include:
Provide amazing service to our members via phone, chat and email, offering education and guidance to help them understand their benefit and find the right provider
Following best practices for handling member inquiries; suggesting improvements as necessary
Maintain a high level of organization within the platform and tools, including Zendesk and G Suite
Relay member feedback to product and operations teams to improve the solution.
Triage and escalate complex and urgent member care needs
Maintain a working and detailed knowledge of employer and insurance health benefits
The ideal candidate has:
A bachelor's degree
Passion for helping people solve their problems, with the ability to think creatively and empathetically and remain calm under pressure
Excellent written and verbal communication skills
A high level of process orientation, digital organization and resourcefulness
Desire to work in a rapidly evolving business environment
Desire to be part of our mission to improve the healthcare system