Customer Service Representative - Clinical

Role overview

American Specialty Health Incorporated is hiring a Customer Service Representative for its Customer Service-Clinical team. In this role, you will handle incoming calls from providers, members, and health plans, helping with a broad mix of inquiries that range from benefits details to issue resolution.

Remote work requirements

This role is trained remotely and must be performed from a home workspace set up in a designated area with technology provided by the company. A dependable internet connection is required for video participation in online meetings. The minimum required speed is 50 Mbps download and 10 Mbps upload, while 100 Mbps download and 20 Mbps upload is recommended for better video quality.

What you'll do

• Answer inbound telephone calls and respond to customer chats, as well as make outbound calls when needed.
• Handle each interaction in a professional, prompt, accurate, and courteous way.
• Identify the reason for the contact and enter the relevant details into ASH's internal systems.
• Retrieve caller details through proprietary systems and share the appropriate information.
• Route cases that need additional investigation to the correct department.
• Use available resources, including online tools, to give timely and correct responses.
• Manage workload so calls are addressed within required timelines and follow-ups happen promptly.
• Work toward or exceed the key performance expectations set for the Customer Service Representative role.
• Maintain a safe, compliant, and secure work environment by following legal and company requirements.
• Complete all ASH and CSS training on time.
• Join weekly staff and other meetings to support communication and teamwork.
• Support internal and external customers or clients as needed.
• Take on additional duties when assigned and follow all policies and standards.

What we're looking for

• A high school diploma or GED is required.
• At least 1 year of customer service experience is needed; inbound call center experience is preferred.
• Comfort with basic computer usage.
• Strong verbal communication abilities.
• Ability to navigate several systems during a single customer interaction.

Core strengths

• Ability to work respectfully and build cooperative relationships.
• Strong customer-first mindset for both internal and external stakeholders.
• Good listening and interpersonal communication skills.
• Capable of organizing work, setting priorities, multitasking, and managing time effectively.
• Accuracy and productivity in a fast-changing environment with frequent interruptions.
• Ability to analyze information, issues, and procedures to find practical solutions.
• Capacity to handle sensitive information with strict confidentiality.

Physical and work conditions

• The job is mainly sedentary and involves sitting for long periods.
• Must be able to see, speak, and hear other people or objects clearly.
• Requires verbal and written communication.
• Should be able to move around within the facility or work-from-home environment.
• Must be able to use a telephone, keyboard, and mouse.
• Ability to lift up to 10 lbs.
• Work environment is remote/work from home.

Equal opportunity notice

American Specialty Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants are considered without discrimination based on sex, pregnancy, gender identity or expression, race, color, religion, national origin, citizenship, ancestry, disability, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or other protected status under applicable law.

If you need an accommodation because of a disability or as a disabled veteran, you may request help from the Human Resources Department at (800) 848-3555 x6702.

ASH states that it will not retaliate against employees or applicants for discussing or disclosing pay information, except in the limited circumstances allowed by law.