Customer Care Representative
About The Position
The Customer Care Representative delivers an exceptional and consistent customer experience for routine-complexity health-related inquiries across communication channels that may include voice, mail, email, chat, and AI-related inquiries. The representative supports assigned client groups and handles inbound and outbound calls and other digital inquiries in accordance with established scripts and procedures. The role requires maintaining confidentiality of health, personal, and other customer information, and providing professional, respectful, caring, and empathetic service, including when communicating sensitive health information. This is a remote position for candidates residing in Michigan. Training is remote, Monday through Friday, 8:00 a.m.–5:00 p.m. Central (9:00 a.m.–6:00 p.m. Eastern). The tentative work schedule is Monday through Friday with rotational weekends, with hours between 6:00 a.m. and 10:00 p.m. Eastern. The stated pay range is $17.20+ per hour. The start date is November 30th; no year is specified. Successful candidates may be eligible for annual performance bonus compensation.
Requirements
- At least 1 year of related customer service excellence experience.
- Consistent exceptional customer service, accuracy, and quality focus.
- Good performance and productivity, attendance, conduct, and teamwork.
- Maintain customer and patient confidentiality.
Nice To Haves
- Health care and laboratory-related experience.
- Experience delivering customer service excellence while meeting productivity, accuracy, and quality standards.
- Good digital skills, including computer skills with Outlook and Excel, phone systems, chat, automation, and AI.
Responsibilities
- Support assigned client groups by performing routine-complexity health-related customer service activities.
- Handle routine inbound and outbound full-service calls promptly, following set scripts and procedures where applicable.
- Maintain complete confidentiality of customer and patient health, personal, and other information.
- Provide professional, respectful customer service and demonstrate care and empathy when delivering sensitive health information.
- Respond to customer inquiries received by telephone, fax, email, chat, and other digital methods, including inquiries about patient results, tests and services, and service failures.
- Support client groups according to business needs.
- Meet expectations for customer service, accuracy, quality, productivity, attendance, conduct, and teamwork.
- Embrace continuous improvement, innovation, and the use of digital tools.
Benefits
- Potential annual performance bonus compensation.
- Day 1 medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
- Well-being programs.
- Annual no-cost health assessment program.
- Blueprint for Wellness® and healthyMINDS mental health program.
- Vacation and health/flex time.
- Six holidays plus one “MyDay” off.
- FinFit financial coaching and services.
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
- Employee stock purchase plan.
- Life and disability insurance, with a buy-up option.
- Flexible Spending Accounts.
- Matching gifts program.
- Education assistance through MyQuest for Education.
- Career advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
