(REMOTE) Healthcare Customer Service Associate

Healthcare Customer Service Associate - REMOTE Start Date: PENDING Locations: Alabama, Florida, Georgia, Illinois, Kentucky, Maryland, North Carolina, South Carolina, Tennessee, Texas, Virginia, and Washington State Position Type: Full-Time | Remote Pay Rate: $17.75/hour base pay plus an additional $5.36/hour applied toward health and welfare benefits or retirement (depending on benefit election).If health benefits are not needed (candidate has TRICARE, VA, or spouse provided health coverage) the $5.36 per hour is placed in a 401(a)-tax deferred account where 3% of the funds are matched by the company. If the candidate needs health, vision, dental insurance from the company, the $5.36 per hour pay is applied to cover health benefit options selected. Position Summary & Metrics: Widescope Consulting and Contracting is hiring 11 Customer Service Associates (CSAs) to support a healthcare-focused customer service team. In this role, you will provide professional, accurate assistance to patients, providers, and members, with a focus on servicing Veterans and their families. This is not a production contact center role. It is a position where delivering accurate and high-quality information to providers and Veterans is essential. Performance is measured by the amount of time you are logged into the system for work, how accurately you track non-work time such as lunches and breaks, the quality of your calls, and your adherence to the processes and procedures introduced during new hire training. Previous experience handling healthcare claims or provider calls is highly valued. Success in this role requires a strong focus on accuracy, attention to detail, and a commitment to providing an outstanding experience to the Veterans and providers we serve. What You Will Do:

• Inbound Call Customer Interaction:
• Respond to calls, emails, and chat inquiries regarding healthcare services, benefits, and claims.
• Assist patients and providers in navigating healthcare plans and resolving concerns.
• Problem-Solving & Issue Resolution:
• Identify customer concerns and provide solutions or escalate as needed.
• Manage follow-ups to ensure timely resolution.
• Administrative Support:
• Handle data entry, case documentation, and maintain accurate customer records.
• Collaboration & Teamwork:
• Work cross-functionally with claims, billing, and care coordination teams.
• Share best practices with teammates to improve service delivery.
• Customer Education:
• Educate members about health services, benefits, and coverage options.
• Explain claims processes, billing procedures, and how to access healthcare services.
• Compliance:
• Adhere to confidentiality and HIPAA compliance when handling customer data.
• Follow company protocols for customer interactions.

Who We Are Looking For:

• Effective multitaskers who can listen, type, and problem-solve simultaneously
• Can remain calm under pressure and capable of managing sensitive or emotional conversations
• Comfortable using dual-monitors, PC-based systems, and call center software
• Independent and proactive in a fully remote, distraction-free home office

Minimum Qualifications:

• Reside in one of the following locations: AL, FL, GA, IL, KY, MD, NC, SC, TN, TX, VA, WA
• At least 2 years of experience in healthcare-related customer service or call center roles (Medicare, Medicaid, TRICARE, VA preferred)
• Technical Skills: Comfortable with PC-based systems and experience working with call quality systems and CRM tools (Salesforce, NICE, Microsoft Dynamics, etc.) is a plus.
• Strong verbal and written communication skills
• Ability to assess and resolve customer issues
• Must be able to handle challenging customer interactions professionally and calmly
• Ability to type while speaking/listening, with good speed accuracy while maintaining accurate documentation of customer interactions

Remote Work Requirements:

• A quiet, dedicated home workspace free of distractions
• Reliable high-speed internet (minimum 50Mbps down / 7 Mbps up)
• Wired internet connection (LAN) preferred
• Ability to perform basic troubleshooting with phone support from tech team
• Company-provided equipment (computer, monitors, webcam, headset, cables) and support.

Training & Schedule:

• 5 weeks of live, paid virtual training (MS Teams)
• Must attend all training sessions with camera on, in full-view, and with full engagement
• No absences allowed unless in emergency situations
• Full attendance is critical for success in this role

Why Join Us? This is a service-focused role supporting a larger healthcare initiative. As a Widescope team member, you will join a team dedicated to a mission-driven environment where quality and compassion come first. You will be part of a supportive team that values professionalism, accuracy, and care in every interaction. We are looking for individuals who take pride in their work and are committed to making a meaningful impact through exceptional service.