Client Support Representative (REMOTE-Indiana)

Aston Carter•Indianapolis, IN

2d•$20 - $20•Remote

About The Position

This role serves as a next-generation contact center position in the healthcare field, acting as the human-in-the-loop between AI-led conversations and traditional insurance verification. You will monitor and guide AI-driven calls between healthcare representatives and insurance agents, step in when human interaction is required, and ensure that all insurance verification and prior authorization details are accurately documented. By supporting and training the AI system through real-time interactions, you help streamline access, adherence, and affordability for patients across the healthcare reimbursement landscape.

Requirements

High School Diploma or GED.
Basic computer proficiency and the ability to learn new systems and tools.
Proven data entry and documentation skills with strong attention to detail.
Experience navigating multiple systems and screens simultaneously.
Customer service experience (at least 6 months) in a call center, customer support, or similar environment.
Strong listening, comprehension, and verbal communication skills.
Ability to provide a high level of customer service and professionalism in all interactions.
Solution-oriented mindset with the ability to resolve issues and follow through.
Ability to work independently while following directions and established processes.
Capability to quickly absorb information from previous notes and continue conversations seamlessly.
Coachable and adaptable to new technology, AI tools, and evolving workflows.
Experience with call center operations, call monitoring, and call support.
Proficiency in data entry management and administrative support tasks.
Comfort working in healthcare-related environments, including insurance verification and prior authorization support.
Familiarity with Microsoft Office or similar productivity tools.

Nice To Haves

Experience in healthcare administration or customer service, such as Healthcare Receptionist, Medical Office Assistant, Healthcare Call Center Representative, Patient Access Representative, Pharmacy Technician or Support, Medical Administrative Assistant, Healthcare Internship, or recent college graduate experience.
Experience in customer care, client services, or client support roles.
Front desk or administrative support experience in a healthcare or insurance setting.
Exposure to process improvement initiatives within call centers or administrative environments.
Understanding of healthcare insurance verification, benefits, eligibility, and prior authorization processes.
Ability to manage both inbound and outbound call workflows while maintaining accuracy and quality.
Comfort working alongside AI-driven technology and contributing to its continuous improvement.
Strong organizational skills and the ability to manage detailed documentation across multiple systems.

Responsibilities

Monitor AI-led agent-to-agent conversations between healthcare representatives and insurance agents to ensure accuracy and continuity.
Guide AI interactions by selecting appropriate prompts, responses, questions, and next steps during live calls.
Take over calls when the AI cannot respond to an agent’s question, when an agent prefers to speak with a human, or when a carrier or contract requires human interaction.
Review notes from existing conversations and quickly pick up where another specialist or the AI left off to maintain a seamless experience.
Conduct insurance verification by confirming eligibility, benefits, and coverage details with insurance agents.
Gather and document prior authorization information and perform related follow-up activities as needed.
Capture complete and accurate information before concluding each call or interaction.
Maintain detailed notes during and after conversations, ensuring all insurance verification and authorization information is properly recorded.
Update internal systems with all relevant details from each interaction and verify that information is complete and accurate before closing out the case.
Manage both outbound and inbound call workflows while consistently maintaining quality, accuracy, and professionalism.
Use AI tools, multiple computer systems, and screens simultaneously to support efficient call handling and documentation.
Follow established processes, scripts, and workflows while remaining solution-oriented and focused on resolving issues.
Collaborate with AI-driven technology by providing clear, accurate inputs that help improve system performance over time.
Demonstrate strong listening, comprehension, and communication skills to build rapport with insurance agents and other stakeholders.
Absorb information quickly from previous notes, understand the status of ongoing interactions, and continue conversations without missing critical details.
Continuously adapt to new technology, workflows, and process improvements to enhance patient access and coordination of care.