Lead Customer Service Representative (Healthcare)

Location: Remote

Company

Digital healthcare company delivering software, AI-driven insights, and technology-enabled services for health plans, healthcare providers, pharmaceutical brands, and their members.

What you will do

• Handle escalated member concerns and provide Help Desk support for the Customer Service team.
• Research and resolve member inquiries submitted by phone, chat, email, and fax within the required timeframes.
• Support Customer Service Representatives with escalated and technical issues.
• Keep members informed about the progress of unresolved concerns.
• Partner with the Customer Service Manager to identify training opportunities that improve problem-solving, technical understanding, and first-call resolution.
• Identify escalation trends, prepare data for root cause analysis, answer inbound calls, and support outbound campaigns.

Requirements

• GED or high school diploma with technical medical knowledge, specialized secretarial training, or computer coursework.
• At least 2 years of call center or customer service experience.
• Analytical skills, technical aptitude, and competence with word processing, spreadsheets, and databases.
• Strong verbal and written communication, critical thinking, judgment, organization, and attention to detail.
• Ability to work independently, collaborate effectively, and demonstrate leadership and initiative.
• Ability to work flexible hours and shifts.

Culture & Benefits

• Remote work arrangement.
• Full-time employment.
• Equal opportunity employer and E-Verify user.
• Work involves collaboration with customer service management and colleagues across the organization.