Medical Customer Experience Agent

TEKsystems•Houston, TX

9d•$22 - $24•Onsite

About The Position

As a Customer Experience Agent, you are the first point of contact and the voice of the Client for our members. Your primary responsibility is to deliver exceptional, empathetic, and efficient service – turning moments of concern into moments of reassurance. This role is fundamental to building trust with our members and delivering on our promise to improve every life. This is a full-time onsite position based in Northwest Houston, TX 77379. As a Customer Experience Agent, you will: -Respond to inbound inquiries from our Medicare Advantage members, providing accurate, timely, and warm support. -Navigate complex issues related to benefits, claims, enrollment, and clinical services, advocating for members’ needs while collaborating with internal teams to ensure full resolution. -Embody a customer-first mindset by actively listening to needs, de-escalating concerns, and providing personalized, compassionate support. -Use our internal systems and tools confidently to access member information while keeping your focus on the human connection behind every interaction. -Contribute to a culture of continuous improvement by documenting interactions and sharing feedback trends to improve both processes and experiences. -Adhere to all operational procedures and regulatory requirements to ensure compliance and protect member information.

Requirements

Bilingual in English and Spanish (required)
2+ years of experience in a customer-facing role (call center, healthcare, hospitality, or similar)
High School Diploma or equivalent (Bachelor’s degree preferred)
Comfortable working onsite Monday–Friday with occasional weekends during peak season
Ability to work in a structured, fast-paced environment
Proficiency with Windows applications and Zoom
Customer service and call center experience
Empathy and strong communication skills
Tech-savvy; able to navigate multiple systems simultaneously
Problem-solving and resilience in high-pressure situations

Nice To Haves

Familiarity with healthcare or insurance terminology (preferred)

Responsibilities

Respond to inbound inquiries regarding benefits, claims, enrollment, and clinical services
Actively listen, de-escalate concerns, and provide personalized, compassionate support
Navigate multiple systems and tools to access member information and resolve issues
Collaborate with internal teams to ensure timely and complete resolutions
Document interactions and share feedback to improve processes
Adhere to compliance standards and protect member confidentiality