[Hiring] Customer Guide Engagement Specialist @Guidehealth

Role Description

At Guidehealth, we are committed to creating a positive and supportive work environment where our employees can THRIVE. We value teamwork, innovation, technical aptitude, and a dedication to providing exceptional service to our Customers. Join our team and make a difference in the lives of others!

As a Customer Guide Engagement Specialist at Guidehealth, you serve as the voice of our company and a primary point of contact for our valued members/patients and providers (“Customers”). You are more than a responsive Customer service representative; you are a trusted navigator, a problem-solver, and an expert guide through the often complex world of healthcare benefits and care management. Your work spans inbound service calls, inbound program inquiries, and outbound outreach — including enrollment invitations and clinical quality calls such as medication refill reminders, blood pressure checks, and wellness check-ins. Your main focus is to deliver an exceptional, empathetic, efficient experience in every interaction. You’ll build trust, resolve issues, and empower members/patients to take full advantage of the benefits and care programs available to them through expert guidance and clear, human-centered communication.

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of experience in one or more of the following:
  • Customer service in a health plan, HMO, TPA, or healthcare setting
  • Program enrollment, telemarketing, cold calling, appointment setting, inside sales, or other outbound calling roles
• Minimum of 1 year of experience in a healthcare contact center or outbound calling environment.
• Exceptional, demonstrated customer service skills, with a genuine passion for helping others.
• Strong empathy, patience, and the ability to build rapport with diverse individuals.
• Excellent verbal and written communication skills, excellent grammar, and pronunciation in the English language.
• Ability to communicate clearly, concisely, and professionally.
• Active listening skills and the ability to understand and address customer needs effectively.
• Strong persuasion and objection-handling skills, with the ability to articulate the value of programs and services in a clear, Customer-centered way.
• Comfort with structured outbound calling, scripted call flows, and dialer-based workflows.
• Resilience and a positive, professional attitude when navigating refusals, voicemails, unanswered calls, and repetitive dialing volume.
• Strong problem-solving and critical-thinking abilities.
• Ability to navigate complex systems and processes.
• Proficiency with computer systems, including CRM software and Microsoft Office Suite.
• Ability to learn and retain information quickly.
• Ability to work independently and as part of a team; must possess a high level of accountability for your work and in support of the team and the business.
• Ability to handle stressful situations with professionalism and composure.
• Knowledge of medical terminology, healthcare benefits, and insurance processes.

Requirements

• Candidates with experience in both inbound and outbound Customer service via multiple channels are strongly preferred.
• Bilingual skills are a plus.
• Associate's, bachelor's or master’s degree preferred.

Benefits

• Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
• Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered.
• Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.
• Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.
• Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.
• Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals.
• Support Your New Family: Guidehealth offers paid parental leave to give you the time you need.
• Learn and Grow: Guidehealth offers various resources dedicated to your learning and development to advance your career with us.