Stellenbeschreibung

About The Company

We are a premier wellness and healthcare organization focused on improving individual health and well-being through innovative and tailored programs. Our culture promotes a supportive, diverse, and ethical workplace that nurtures employee development and strives for excellence in client and participant service. We continually seek improvements and aim to positively impact the communities we serve.

Role Overview

The Customer Support Specialist acts as the primary contact for participants involved in our wellness initiatives. This role demands a compassionate and detail-focused professional adept in communication and problem resolution. Responsibilities include managing numerous inbound communications via calls, emails, and live chat, offering precise information, addressing concerns, and ensuring a smooth participant experience. Additional tasks include maintaining accurate participant records through data entry, verification, and auditing. The role is fully remote and offers prospects for growth, skill enhancement, and meaningful contribution to participants’ health journeys.

Qualifications

2 to 3 years of contact center experience, preferably in healthcare or wellness settings with knowledge of HIPAA compliance
Relevant administrative experience in healthcare or wellness programs
Strong verbal and written communication
High attention to detail for accuracy in busy environments
Effective multitasking, prioritization, and time management abilities
Computer literacy with aptitude to master new software tools rapidly
Responsible handling of confidential information in line with compliance standards
Strong problem-solving aptitude with a customer-centric attitude
Self-driven, flexible, and accountable team player

Key Responsibilities

Efficiently manage a large volume of inbound calls, emails, and live chats with professionalism and warmth
Support participants with account access, incentives, forms, and compliance with program prerequisites
Engage participants through various communication channels while meeting service level objectives
Investigate and resolve participant issues, escalating when required
Follow up on voicemails and emails promptly
Maintain meticulous records of all participant interactions and transactions
Provide feedback and trend insights to internal teams for continual improvement
Protect participant information, ensuring HIPAA and confidentiality compliance
Accurately review, validate, and enter participant data and form submissions
Proactively audit data for mistakes and correct errors
Collaborate with internal departments such as Account Management to address complex concerns
Ensure timely processing and auditing of forms and data entries

Benefits

Competitive annual salary between $38,000 and $40,000, based on experience
Bonuses tied to client retention and additional incentives
Comprehensive benefits including medical, dental, vision, prescription coverage, life and disability insurance
Hospital reimbursement programs
401(k) plan with employer matching
Employee assistance program via LifeMatters
Access to mental health support and paid therapy sessions
Paid maternity leave available after 12 months of service
Paid time off including community volunteer days and birthday leave
Casual dress code encouraging a relaxed atmosphere
Wellness initiatives and team-building activities featuring incentives
Recognition program celebrating milestone anniversaries
Continual training and growth opportunities

Equal Opportunity

We proudly uphold equal employment opportunity, welcoming applications regardless of race, color, ancestry, religion, gender, sexual orientation, age, citizenship, marital status, disability, veteran status, or any protected status under law.

Customer Support Specialist