Customer Service Guide - Remote $500 Bonus!

Customer Service Guide

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 heard—all 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 service—you'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

• Assuring the accurate and timely handling of client and member calls with total follow through
• Providing excellent customer service
• Answering client and provider questions including, but not limited to claims payment, status and coverage information
• 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
• Other duties as assigned

WHAT YOU'LL NEED TO HAVE FOR SUCCESS

• At least 2 years of experience in a healthcare contact center.
• 3+ years of customer service experience overall.
• Associate or Bachelor's degree or recent work toward a degree is preferred.
• Prior experience working across multiple customer service channels such as calls, chat, text, and email.
• Tech-savvy with the ability to learn and pivot quickly across multiple systems.
• Strong communication, listening, and problem-solving skills.
• A calm, professional presence in high-volume situations, with empathy as a core strength.

• Core business hours: Monday–Friday, 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 services—but 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 encouraged—it's expected. Everyone is responsible to help teammates Thrive! We provide ongoing feedback regarding performance and encourage feedback sharing from all team members.