Temporary Customer Service Guide - Remote

Temporary Customer Service Guide – Remote

Guidehealth is a data‑powered, performance‑driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers.

Job Description
We are looking for Customer Service Guides who are tech‑savvy, resilient, and passionate about helping others. This role is more than customer service – you’ll be the trusted voice for our members and providers, guiding them through the complex world of healthcare with empathy, clarity, and confidence.

• Serve as the first point of contact for members and providers, handling 30–40 calls per day while also managing chats, texts, emails, video, and co‑browsing.
• Navigate multiple systems and balance several interactions at once, ensuring accurate, timely, and empathetic resolutions.
• Answer questions about claims payment, status, coverage, benefits, eligibility, and providers.
• Educate customers on their plan and encourage use of our digital tools.
• Interpret client health‑plan protocols and review claims status.
• Maintain accurate, complete call documentation and a high level of professionalism.
• Safeguard privacy at all times—strictly follow HIPAA and confidentiality standards.
• Document issues thoroughly, take ownership, and follow through until customers feel heard and supported.

• At least 2 years of experience in a healthcare contact center.
• 3+ years of overall customer service experience.
• Associate or Bachelor’s degree (or recent work toward a degree) preferred.
• Experience across multiple customer‑service channels (calls, chat, text, email).
• Tech‑savvy with ability to learn and pivot quickly across multiple systems.
• Strong communication, listening, and problem‑solving skills.
• Calm, professional presence in high‑volume situations with empathy as a core strength.

• Core business hours:
  Monday–Friday, 8:00 AM – 6:00 PM Central Time.
• Temporary 12‑week role, 40 hours per week.

Guidehealth provides new employees with the necessary equipment at no charge. Employees must provide their own reliable internet connection capable of video calls and connect to internal and external systems. Minimum speed: 100 Mbps download, 10 Mbps upload.

Base pay ranges from $21.00 to $23.00 per hour, paid bi‑weekly.

• Fully remote company with work‑from‑home flexibility.
• Comprehensive medical, dental, and vision plans.
• 401(k) plan with 3% employer match to your 6% contribution.
• Life and disability insurance, optional voluntary life coverage.
• Employee Assistance Program (EAP) and paid time off.
• Paid parental leave.
• Professional growth resources and development opportunities.

Diversity, inclusion, and belonging are at the core of Guidehealth’s values. We are an equal‑opportunity employer and embrace employment decisions without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, pregnancy, or other protected status. The commitment extends to hiring, placement, promotion, compensation, training, and all employment practices.

This position follows all security policies and procedures to protect all PHI and PII under Guidehealth’s custodianship, as well as Guidehealth Intellectual Properties.