Care Guide Support Specialist II

Castlight Health • Sandy, UT

9d • Hybrid

About The Position

apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs.

Requirements

• Minimum 1 - 2 years of experience in customer support with an emphasis on healthcare, wellness, and medical billing and claims
• Two years of proven customer service and/or patient care experience
• Strong communication skills, both verbal and written
• Tech savvy- the ability to use and navigate members with our mobile technology
• Able to maintain 100% attendance throughout 6 weeks of training and excellent attendance beyond training
• Positive, friendly, and professional demeanor with customers
• Adept at juggling multiple tasks and customer support requests at the same time
• Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone
• High school diploma required or equivalent

Nice To Haves

• Medical office experience preferred but not required
• Familiarity with Salesforce Service Cloud and Google Suite is a plus
• Spanish speaking and writing are a plus

Responsibilities

• Explanation of Benefits
• Connecting members to designated benefit programs
• Healthcare Service Pricing Estimates
• Medical Billing disputes facilitation
• Provider search
• Respond to inquiries via email, phone, live chat, asynchronous messaging, etc.
• Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, appointment scheduling, and more.
• Take ownership of resolving customer service and healthcare navigation issues
• Takes ownership of quality, efficiency, casing, productivity, and other standards of world-class service
• Keep customer information confidential and in compliance with HIPAA regulations
• Manages case backlog attentively and documents each interaction in Salesforce
• Makes out outbound calls, including appointment scheduling with providers, and other related duties as assigned

Benefits

• Medical, dental & vision insurance starts 1st day
• Paid time off & paid holidays
• Employer contributions for HSA accounts
• Tuition assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED