Job Description
Join ConnectCare Solutions as a Senior Customer Service Representative and become the heart of our client experience! We're seeking empathetic professionals to deliver exceptional support while enjoying the flexibility of remote work from Baltimore, MD or California. Our innovative healthcare platform serves 2M+ patients nationwide, and you'll play a pivotal role in maintaining our 98% satisfaction rating.
Why ConnectCare? We offer industry-leading benefits including comprehensive health insurance, 401(k) matching, and monthly stipends for home office setups. Our award-winning virtual training program ensures you're equipped to succeed while working from anywhere in MD or CA.
Responsibilities
- Resolve complex patient inquiries across multiple channels (phone, email, chat) with 95% first-contact resolution
- Master our proprietary EHR system to process insurance claims and update patient records
- Collaborate with medical teams to address escalated cases within 2-hour SLA
- Maintain HIPAA compliance while handling sensitive health information
- Identify process improvements through monthly performance analytics reviews
- Mentor new hires on service excellence protocols
- Contribute to quarterly customer satisfaction initiatives
Qualifications
- 3+ years of customer service experience in healthcare or SaaS industry
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional problem-solving skills with data-driven approach
- Strong written communication for email/chat interactions
- Ability to work independently in remote environment
- Valid HIPAA certification (or willingness to obtain)
- Residency in Baltimore, MD or California required