Healthcare Customer Service Representative - Member Services

About Direct Interactions

Headquartered in Seattle, Direct Interactions operates contact centers across the country with a team of U.S.-based representatives. Our commitment to social responsibility is reflected in the work we do and the people we employ. Direct Interactions provides work-from-home opportunities to a diverse workforce, including individuals with disabilities, veterans, and military spouses.

We partner with organizations to improve public service by building compassionate, knowledgeable teams that help people navigate complex situations and receive the support they need. At Direct Interactions, our team includes some of the most caring and skilled contact center professionals in the country. Whether you have years of contact center experience or are continuing to grow your career, we are looking for individuals who are dependable, professional, compassionate, and committed to providing excellent customer service.

About the Position

As a member of the Customer Experience team, you will assist members with questions related to healthcare accounts, claims, enrollment, and account services.

You will spend your scheduled shift answering incoming calls, listening carefully to member needs, researching information, navigating multiple systems, and providing accurate and professional assistance.

This role requires strong computer skills, attention to detail, patience, and the ability to manage challenging customer interactions while maintaining a positive and professional approach.

What You’ll Be Doing

·       Healthcare claims, enrollment, and requested documentation

·       Website registration, login issues, and account updates

·       HSA contributions, distributions, transfers, rollovers, and account setup

·       Eligible expenses, plan-year deadlines, and tax form questions

·       Member rewards and general online account navigation

What We’re Looking For

• Minimum of 1 year of call center experience

• High school diploma or GED

• Warm, friendly, and professional communication style

• Ability to build rapport with callers

• Ability to de-escalate and manage difficult calls

• Strong listening and research skills

• Excellent attention to detail

• Strong written and verbal communication skills

• Ability to remain professional and level-headed during challenging interactions

• Strong computer navigation skills

• Ability to quickly move between multiple applications and tasks

• Comfortable working with up to 12 applications during a call

• Proficient working with dual monitors

• Knowledge of basic keyboard shortcuts

• Minimum typing speed of 25 WPM

• Ability to successfully complete all required training

 Work-From-Home Requirements

Because this position involves protected healthcare information, employees must maintain a private, dedicated, quiet, and distraction-free workspace that meets HIPAA requirements.

Employees must provide:

• Two (2) freestanding 22-inch monitors

• Required video adapter(s) to connect the monitors

• Reliable hardwired internet connection

• Internet connection of at least:

  • 25 Mbps download

  • 5 Mbps upload

Wireless and satellite internet connections are not permitted.

Internet speed verification will be required.

 Training

Successful completion of the mandatory paid training program is required.

• Training Schedule: Monday through Friday

• Training Start Date: TBD

• Training Duration: Five (5) weeks

• Attendance: 100% attendance is required

• Employees are required to remain on camera during training

• A camera will be provided

Failure to meet training attendance requirements may result in removal from the training program.

Pay & Employment Information

• Pay Rate: $14.50 per hour

• W-2 employee position

• Paid biweekly through direct deposit

• Mandatory orientation, training, and nesting are paid

 Why Join Direct Interactions?

At Direct Interactions, you’ll have the opportunity to help people every day while working as part of a supportive remote team.

If you enjoy helping others, are comfortable working with technology, and can provide professional and compassionate customer service in a fast-paced environment, we encourage you to apply.

Join Direct Interactions and help us create positive experiences for the members we serve.