Customer Service Representative I (Remote)

Position Summary

As a Customer Service Representative I (CSR1), you will assist Medicaid beneficiaries through inbound calls, chats, and follow-up communications. You will provide exceptional customer service, help members understand available healthcare options, and accurately document all interactions.

Pay: $16.50/hour

Location: Remote (Work From Home)

Hiring Areas: North Carolina preferred; Georgia and Florida residents may also be considered

Key Responsibilities

• Handle high-volume inbound calls from Medicaid beneficiaries and authorized representatives.
• Provide choice counseling and assist members in selecting healthcare plans.
• Accurately document member information and call details.
• Respond professionally to inquiries from members, providers, and local county offices.
• Complete outbound follow-up calls as needed.
• De-escalate complaints and grievances, escalating issues when appropriate.
• Manage up to three concurrent chat sessions assisting members with enrollments, disenrollments, appeals, and general questions.
• Complete offline work assignments and administrative tasks.
• Perform additional duties as assigned.

Qualifications Required

• High School Diploma or GED.
• 1–3 years of inbound call center customer service experience.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced environment.
• Excellent attention to detail.
• Strong typing and data entry skills with high accuracy.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Ability to read, interpret, and follow policies and procedures.
• Demonstrated professionalism during stressful or challenging situations.

Preferred

• Associate degree.
• Healthcare customer service experience.
• Knowledge of Medicaid programs.

Training & Onboarding

Attendance during training and nesting is mandatory. No time off will be approved during this period. Missed training time may result in termination.

Training Hours: Monday – Friday 9:00 am - 5:00 pm EST

• Training Duration: 2 Weeks - 100% attendance is expected

Nesting Hours: Monday – Friday 9:00 am – 5:00 pm EST

• Nesting Duration: 1 Week - 100% attendance is expected

Production schedules will be assigned based on shift bidding and business needs.

Bring Your Own Device (BYOD) Requirements

Candidates must provide their own equipment and meet all technical requirements.

Computer Requirements

• Laptop or desktop computer
• Intel i5, AMD Ryzen 5, or better processor
• Minimum 8GB RAM
• Minimum 128GB SSD or 5400 RPM hard drive
• At least 50GB available storage
• Chromebooks and MacBooks are not supported

Additional Equipment

• Two-screen setup required:
• Laptop plus external monitor, or
• Desktop plus additional monitor
• Webcam required for training and meetings
• USB Gen 2 (or better) wired headset
• Bluetooth and AUX headsets are not permitted

Internet Requirements

• Stable wired Ethernet connection required
• No Wi-Fi or mobile hotspots
• Minimum internet speed:
• 25 Mbps download
• 5 Mbps upload
• Recommended: 40 Mbps or greater

Work Environment

• Dedicated, distraction-free workspace
• No excessive background noise from:
• Children
• Pets
• Television
• Phones
• Smoke detectors or other interruptions

Performance Expectations

Success in this role will be measured by:

• Attendance and punctuality
• Schedule adherence
• Quality monitoring scores
• Average Handle Time (AHT)
• First Call Resolution (FCR)

What We Offer

• Remote work opportunity
• Comprehensive training and support
• Clear performance expectations
• Ongoing coaching and development
• Performance-based incentives
• Potential opportunities for long-term employment and career growth

If you're passionate about helping others, thrive in a customer-focused environment, and are committed to delivering outstanding service, we encourage you to apply today.