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 patient health, and restore the fulfillment of practicing medicine for providers. We leverage remotely‑embedded Health guides™ and a centralized Managed Service Organization to build stronger connections with patients and providers.

We’re looking for Customer Service Guides who are tech‑savvy, resilient, and passionate about helping others. This 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 managing chats, texts, emails, video, and co‑browsing; expected call resolution time is 6 to 8 minutes.
• Navigate multiple systems and balance several interactions at once, ensuring accurate, timely, and empathetic resolutions.
• Answer client and provider questions including claims payment, status, coverage information, and eligibility.
• Educate customers on their plan and encourage use of digital tools to navigate healthcare more confidently.
• Review claims status, interpret health plan protocols, and document findings accurately.
• Safeguard privacy at all times—strictly follow HIPAA and confidentiality standards.
• Maintain high professionalism, returning incoming calls and solving questions about benefits, claims, eligibility, and providers; collaborate across teams when needed.
• Document thoroughly, take ownership of issues, and follow through until every customer feels 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 preferred; recent work toward a degree is acceptable.
• Prior experience across multiple customer service channels (calls, chat, text, email).
• Tech‑savvy with the 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, 7:00 AM to 7:00 PM Central Time; you will work a shift within that time frame.
• Temporary 12‑week role, 40 hours a week.

• Fully remote—flexibility to work from home.
• Comprehensive Medical, Dental, and Vision plans.
• 401(k) plan with 3% employer match to your 6% contribution.
• Life and Disability insurance.
• Employee Assistance Program (EAP).
• Paid time off and paid parental leave.
• Learning and growth resources.

Hourly rate: $21.00 to $22.00 bi‑weekly.

Guidehealth is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation and identity, national origin, citizenship, religion, marital status, familial status, physical, sensory, or medical disability, Family and Medical Leave, military or veteran status, pregnancy, childbirth or other related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Guidehealth is a fully remote company. Employees provide their own internet connection, capable of conducting video calls on camera and connecting to various internal and external systems. Minimum internet speed: 100 Mbps download, 10 Mbps upload.