Job Description

Position Location:  100% Remote North Carolina  Work hours scheduled based on the Pacific time zone.

Are you an exceptional listener who  AIMS HIGHER.REACHES FARTHER when it comes to challenges and solving problems? Can you  ACT BOLD.BE PASSIONATE with your impressive communication skills, empathy, and willingness to help others Can you  BE ONE.HELP MANY in a way that provides a positive experience? Do you want to  BE DIFFERENT.BE YOU and  LEARN MORE.TAKE ACTION ?    

JOIN OUR TEAM TODAY!  

We are hiring remote Healthcare  Customer Service Representative  who will support inbound calls from US based members/providers who have questions about their health, wellness, pre-authorizations, copayments, and prescription plan/coverage. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks. You must possess a positive personality with a desire to understand concerns, build trust, and show your care for every customer.

RESPONSIBILITIES:  

• Actively listen to customers to understand their concerns & build a rapport that will make them feel heard and cared for
• Provide essential information to members regarding access to care issues, benefits, proof of coverage, member handbook, etc.
• Guide callers through troubleshooting, navigating self-service options use company site and/or using products or services.
• Utilize client specific knowledge systems to research & review multiple documents to better serve the customer while keeping the customer engaged
• Follow instructions provided through documented processes and procedures to ensure all compliance is met for government audits
• Empathize and resolve concerns to simplify the customer’s healthcare experience 
• Navigate through multiple computer applications with speed & accuracy 
• Adapt to learn new call types when business needs change & flex support in those areas 

WORK AT HOME REQUIREMENTS

• High-Speed Internet With At Least 50 Mbps Download Speed & 10 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services) 
• Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment to use) 
• Dedicated, Quiet, & Secured Workspace with No Distractions 
• A USB Wired Headset with Noise Canceling Microphone 

ADDITIONAL REQUIREMENTS:  

• 18+ Years & High School diploma or its equivalent
• Minimum of 6 months of previous experience as a health plan call center agent (member service, provider service, pharmacy plan member service)
• Medicare and/or Medicaid experience would be a plus
• Exceptional customer service, active listening, and verbal and written communication skills 
• High computer proficiency and navigation of multiple applications
• Willing to work any shift between 10:00am-1:00am 7 days a week Eastern standard time + holidays & weekends (on holidays, extend hours 24/7 to small staff)
• Professional Positive Attitude & Courteous Telephone Etiquette 
• Customer focused personality and a desire to help people

BENEFITS & PERKS:  

• $15 per hour + Overtime during peak needs
  • Bi-lingual Spanish $17 per hour
• Access up to 50% of your pay immediately after your shift 
• Health Insurance (Medical, Dental, Vision) & Other Benefits 
• Pet Insurance 
• Paid, Virtual Training 
• Remote work environment 
• Opportunity for Professional Development

Employees with six (6) months of service in their current position are eligible to apply for a new position for which they are qualified based on requisite skills, education, experience and current job performance. Employees with less than six (6) months of service may change positions before the six (6) month period if both the employee’s current manager and the manager of the open position agree and a transition date is agreed upon. New hire training time is not applied towards the six (6) months service requirement. Additionally, if an employee is currently on any type of performance improvement review, the employee will be considered ineligible for an open position.

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws  Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA) .

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to  Corporate.Security@continuumgbl.com .

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