[Hiring] Commercial Health Customer Service Representative @Evry Health

Role Description

The Customer Service Representative is Evry Health's primary point of human contact for members and providers, serving as the face and voice of the company's commitment to accessible, accurate, and empathetic health insurance support. This role manages inbound and outbound calls and email inquiries with professionalism and care — delivering accurate, thorough information on commercial health plan benefits, eligibility, claims, and billing to ensure every member and provider interaction reflects Evry Health's mission of bringing humanity to health insurance.

• Researches, reviews, and responds to inbound and outbound member and provider inquiries, using knowledge of benefits, eligibility, claims, and billing to resolve issues at first contact when possible.
• Meets all turnaround times and department metrics, including quality, AHT, ASA, schedule adherence, etc.
• Accurately interprets and explains plan benefits, eligibility, cost-sharing, and claims payment decisions, applying working knowledge of CPT, ICD-10, HCPCS, and Revenue Codes.
• Provides support to providers which includes claim status, prior authorization requirements, payment details.
• Owns initial intake and documentation of escalated member and provider situations.
• Collaborates with Claims, Medical Management, and other internal teams to resolve complex issues, and accurately documents every interaction in the designated CRM system.
• Monitors personal call/inquiry patterns to surface trends to leadership and assists members with portal navigation while promoting long-term digital self-sufficiency.

Qualifications

• High school diploma or equivalent required
• 2+ years of customer service experience supporting commercial fully insured health plan business
• Working knowledge of commercial health plan benefits, eligibility & claims processes
• Demonstrated knowledge of CPT, ICD-10, HCPCS & Revenue Codes; Microsoft 365 proficiency required

Requirements

• Associate's or Bachelor's degree in business, healthcare, or related field (preferred)
• Experience supporting Claims, Medical Management, and/or Appeals and Grievance functions (preferred)
• Proficiency with Salesforce or a comparable CRM system (preferred)
• Experience identifying/reporting call trends or serving in an informal team lead/quality capacity (preferred)
• This is a remote position. Our whole company works remotely.
• Company headquarters are in Dallas, Texas.
• Company business hours are weekdays 9-5 CST.
• Required to have a dedicated work area established that is separate from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure.
• Must live in a location that receives an existing high-speed internet connection/service.

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance as well as life and disability
• Retirement savings plan with company match
• Generous time off/vacation
• Professional development opportunities
• Flexible and remote work environment
• $55,000 - $55,000 a year