Remote Healthcare Call Center Representative

Conduent • Remote, KY

18h • 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 may include insurance verification, benefits, billing, prescriptions, technical challenges, and time-sensitive support. The role manages a steady volume of incoming customer calls while navigating multiple systems, with an average of 20 calls per day after learning to use three systems. Punctuality and dependability are important, and career growth opportunities are available within the healthcare team.

This is a fully remote role with open flexibility to work within operating hours of 24/7/365. Production schedules are based on business needs and assigned during training. The role requires availability to work weekends. Employees must complete a paid three-week virtual training class followed by one week of nesting, with 100% attendance and no missed training days.

The company provides the computer, monitor, mouse, keyboard, headset, Ethernet cord, and power cables. Employees must have high-speed home internet with at least 25 Mbps download and 10 Mbps upload, connect the work computer directly to the modem via Ethernet, and maintain 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; these are not compatible with mobile devices.
• Complete the mandatory paid training program with 100% attendance; the training includes three weeks of virtual classes and one week of nesting.
• Successfully pass a background check.
• Have open flexibility to work within 24/7/365 operating hours and be available to work weekends.
• Have home internet with at least 25 Mbps download and 10 Mbps upload; satellite and wireless internet are not acceptable.
• Connect the work computer directly to the home modem via Ethernet.
• Maintain a quiet, distraction-free, clutter-free workspace with no one else present during working hours and no writing utensils or unauthorized electronics in the work area.
• Demonstrate problem-solving, multitasking, and communication skills.

Nice To Haves

• Customer service experience is a plus but not required.
• A passion for helping others, empathy, and determination to deliver comprehensive solutions.

Responsibilities

• Handle incoming telehealth-related customer calls and email inquiries.
• Answer questions about services, provider availability, insurance coverage, and visit costs.
• Assist patients with 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 as needed.
• Guide patients through self-service options to find visit history, sick slips, prescription information, and medical records.
• Gather patient feedback about provider quality, self-service options, and visit connectivity.
• Navigate multiple systems while managing a steady volume of incoming calls.

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.
• PTO or vacation and/or sick time.
• May be eligible for a bonus or incentive based on business need.

What This Job Offers

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