Healthcare Support Representative | US – Remote

Hugo • Village of Highland Falls, NY

3d • Remote

About The Position

Healthcare Support Representatives are the primary point of contact for patients, members, or customers — helping them navigate health programs, understand their benefits, follow up on service requests, and connect with the right team when needed. The work is phone-first, fast-paced, and requires a high degree of empathy and professionalism.

This is not a clinical role. Representatives do not provide medical advice — they help individuals take action, find answers, and feel supported throughout their healthcare journey.

Requirements

• Prior customer service or call center experience (BPO), preferably in a healthcare, insurance, or benefits-related environment
• Strong phone communication skills — clear, calm, and empathetic under pressure
• Comfort navigating multiple systems and tools simultaneously
• High attention to detail with the ability to follow structured workflows
• Reliable, punctual, and able to thrive in a fast-paced, high-volume environment.

Responsibilities

• Onboarding and enrollment support — guiding individuals through registration, account setup, and program onboarding; typically the highest-volume interaction type
• Service and status inquiries — responding to questions about the status of requests, referrals, orders, or pending actions and explaining next steps clearly
• Benefits and coverage questions — explaining what is included under a member's plan, addressing billing questions, and supporting plan or account changes
• Care navigation and escalation — directing individuals to the appropriate clinical or specialist team when a question falls outside the representative's scope
• Follow-up and outreach — returning missed calls and voicemails within SLA; a consistent part of daily workflow
• Ticket and case management — logging, tracking, and resolving interactions across phone and digital channels using a CRM or case management platform
• Multi-system navigation — working across multiple platforms simultaneously, including CRM, communication, and knowledge management tools
• Quality and productivity targets — meeting defined KPIs for answer rate, handle time, wrap-up, and quality scores
• Training participation — completing all required training phases, including self-paced learning, shadowing, nesting, and ongoing quality calibration

Benefits

• Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture.
• We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career.
• Our compensation and benefits are highly competitive.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees