Patient Experience Representative (Customer Experience Representative) - Remote - $500 bonus!

Patient Experience Representative (Customer Experience Representative) - Remote

Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers. Driven by empathy and powered by AI and predictive analytics, Guidehealth leverages remotely-embedded Healthguides and a centralized Managed Service Organization to build stronger connections with patients and providers. Physician-led, Guidehealth empowers our partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients.

Job Description

At Guidehealth, our mission is simple but powerful : to make great healthcare affordable for all. We're a technology-forward company that believes in accountability, continuous learning, innovation, and ensuring every voice is heardall while leading with empathy. We're looking for Customer Service Guides who are tech-savvy, resilient, and passionate about helping others. This is more than customer serviceyou'll be the trusted voice for our members and providers, guiding them through the complex world of healthcare with empathy, clarity, and confidence.

What You'll Be Doing :

• Serving as the first point of contact for patients and providers, handling 3040 calls per day while also managing chats, texts, emails, video, and co-browsing, with an expected call resolution time of 6 to 8 minutes.
• Navigating multiple systems and balancing several interactions at once, staying accountable for accurate, timely, and empathetic resolutions.
• Assuring the accurate and timely handling of client and member calls with total follow through
• Answering client and provider questions including, but not limited to claims payment, status and coverage information
• Educating customers on their plan and encouraging use of our digital toolshelping them learn how to navigate healthcare more confidently.
• Interpreting client health plan protocol
• Reviewing claims status and providing status to member.
• Check tracer documentation
• Maintaining accurate and complete call documentation
• Maintaining high level of professionalism
• Returning incoming calls
• Solving questions about benefits, claims, eligibility, and providers, collaborating across teams when needed.
• Safeguarding privacy at all timesstrictly following HIPAA and confidentiality standards.
• Documenting thoroughly, taking ownership of issues, and following through until every customer feels heard and supported.

Qualifications

What You'll Need to Have for Success :

Schedule :

Core business hours : MondayFriday, 8 : 00 AM to 6 : 00 PM (Central Time). This is a full-time, 40-hour role, with shifts scheduled within these hours.

This Is Not Your Typical Call Center Job

As a Customer Service Guide, you'll gain a deep understanding of our members, systems, and servicesbut this role is just the starting point. From here, you'll have opportunities to grow into roles in Quality, Client Success, Claims, Utilization Management, Referrals, Intake, and Healthguide (Medical Assistant).

At Guidehealth, every voice matters, growth is supported, and empathy isn't just encouragedit's expected. Everyone is responsible to help teammates Thrive! We provide ongoing feedback regarding performance and encourage feedback sharing from all team members.

Ready to join a company that's innovative, mission-driven, and built for growth? Apply today and help us make great healthcare affordable for all.