Healthcare CSR - U.S. Remote

ImagenetLLC•Tampa, FL

2d•$17 - $18•Remote

About The Position

Imagenet is seeking a dependable, detail-oriented Healthcare Enrollment Customer Service Representative for its remote contact center team. The role assists callers with healthcare enrollment and eligibility inquiries and provides accurate, professional, and timely customer service in a structured, high-volume contact center environment. The representative uses multiple systems while assisting callers and handles enrollment, eligibility, and account information within the scope of the position. The position is full-time and 100% remote, with a stated schedule of Monday through Friday, 11am–7:30am EST. Pay is $17.00–$18.00 per hour, depending on experience. Work-from-home requirements include high-speed internet with at least 25 Mbps download and 5 Mbps upload, the ability to connect directly to a modem, and a quiet, dedicated work area. A speed test is required. Imagenet is a technology-forward healthcare operations partner founded in 2000 and headquartered in Tampa, Florida. It has more than 25 years of experience supporting healthcare payers and serves more than 150 health plans through its payer clients. Its operations include digital mailroom, claims adjudication, contact center, member communications, and related administrative functions. Imagenet operates 10 secure facilities in the U.S. and one in Manila, Philippines.

Requirements

At least 1 year of experience in a healthcare contact center, health plan, enrollment, eligibility, member services, provider services, claims, healthcare administration, or a related environment is preferred.
Working knowledge of healthcare and health insurance terminology.
Previous customer service experience, preferably in a high-volume phone environment.
Strong verbal and written communication skills.
Ability to communicate professionally and effectively with callers in sensitive or complex situations.
Strong computer skills, including the ability to navigate multiple applications, browser-based systems, and resources simultaneously.
Ability to accurately document information while assisting callers.
Attention to detail, organization, and problem-solving skills.
Ability to follow established procedures and recognize situations requiring escalation.
Ability to work independently in a remote environment while remaining engaged and accountable to the team.
Must successfully pass a criminal background check.
Must have high-speed internet with at least 25 Mbps download and 5 Mbps upload and provide a speed test.
Must be able to connect directly to the modem.
Must have a quiet, dedicated work area.

Nice To Haves

Healthcare enrollment or eligibility experience.
Health plan member services, provider services, claims, or benefits experience.
Experience working in a high-volume healthcare contact center.
Familiarity with major healthcare payers and common health insurance terminology.
Experience working with multiple systems while simultaneously speaking with and assisting customers.
Experience in a performance-driven environment with defined quality and productivity metrics.

Responsibilities

Handle inbound calls about healthcare enrollment, eligibility, and account information.
Research and respond to enrollment and eligibility inquiries using client systems, payer resources, and established procedures.
Assist callers with questions about enrollment status, eligibility, demographic information, and other enrollment-related matters within the role's scope.
Update and maintain member demographic, enrollment, and eligibility information accurately in applicable systems.
Navigate multiple applications and resources while assisting callers.
Document calls, actions taken, outcomes, and required follow-up clearly and accurately.
Identify discrepancies or issues with enrollment and eligibility information and follow established procedures for resolution or escalation.
Communicate complex healthcare information clearly, professionally, and in a customer-friendly manner.
Follow established scripts, workflows, standard operating procedures, knowledge resources, and escalation processes.
Meet expectations for quality, productivity, schedule adherence, attendance, and customer service.
Protect confidential information and comply with HIPAA, privacy, security, and client requirements.
Collaborate with internal teams and leadership to resolve issues and support a positive customer experience.