Remote Healthcare Call Center Representative

Conduent Commercial Solutions, LLC • , Remote US

1d • Remote

About The Position

As a member of Conduent’s Customer Experience team, the Healthcare Call Center Representative handles telehealth-related phone calls and email inquiries. Topics include insurance verification, benefits education, billing questions, prescription issues, and technical support, including time-sensitive assistance. The associate handles a steady volume of incoming customer calls while navigating multiple systems, and punctuality and dependability are important to the role. The position is fully work from home, with schedules assigned during training according to business needs. Hours of operation are 24/7/365, and applicants must have open flexibility and be available to work weekends.

Associates answer questions about services, provider availability, insurance coverage, and visit costs; help patients schedule virtual consultations; and provide technical assistance with enrollment, scheduling, joining telehealth visits, and account information. They investigate reports of incorrect charges and refund or insurance concerns, escalating cases to the billing department as needed. They also guide patients to self-service options for visit history, medical records, prescriptions, and related information, and gather feedback about providers and the telehealth experience.

The role includes a mandatory paid three-week virtual training program followed by one week of nesting. Full attendance is required, and production schedules are provided during training. Associates must learn to use three systems and handle an average of 20 calls per day. Conduent provides the computer, monitor, mouse, keyboard, headset, Ethernet cord, and power cables. Employees must provide qualifying high-speed home internet and a quiet, distraction-free workspace.

Requirements

• High school diploma, GED, or college degree.
• Successfully complete a customer service assessment and typing test on a computer; the assessment is not compatible with mobile devices.
• Complete the mandatory paid training program with 100% attendance; the training includes three weeks of virtual instruction and one week of nesting.
• Successfully complete a background check.
• Have open flexibility for schedules assigned according to business needs and be available to work weekends.
• Have a home internet connection with at least 25 Mbps download and 10 Mbps upload speed; satellite and wireless internet are not accepted.
• Be able to connect the work computer directly to the home modem using an Ethernet cable.
• Maintain a quiet, distraction-free, clutter-free workspace where others are not present during working hours and unauthorized writing utensils or electronics are not kept in the work area.
• Demonstrate problem-solving, multitasking, and communication skills.
• Customer service experience is not required.

Nice To Haves

• Customer service experience.

Responsibilities

• Handle incoming telehealth-related calls and email inquiries, including insurance, benefits, billing, prescription, and technical questions.
• Navigate multiple systems while managing a steady volume of customer calls.
• Answer questions about services, provider availability, insurance coverage, and visit costs.
• Assist patients in scheduling virtual consultations with healthcare providers.
• Provide technical assistance with enrollment, scheduling, joining telehealth visits, and reviewing account information.
• Investigate reports of incorrect costs, refund requests, and insurance coverage issues, escalating cases to the billing department when appropriate.
• Guide patients through self-service options for visit history, sick slips, prescription information, and medical records.
• Gather patient feedback about provider quality, self-service options, and visit connectivity.
• Attend and successfully complete the mandatory virtual training and nesting program with 100% attendance.

Benefits

• Medical, dental, and vision benefits are available from the first day of employment.
• Paid time off accrues after 180 days of employment.
• Life and disability insurance.
• Retirement savings plan.
• Paid holidays.
• Paid time off, vacation, and/or sick time.
• Potential bonus or incentive eligibility based on business need.

What This Job Offers

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