[Hiring] Customer Service Representative @Coupe Health

Role Description

We are now hiring 10 Health Valets to support Coupe Health's members in our call center on five different shifts:

• 8:00 am - 4:30 pm CST
• 8:30 am - 5:00 pm CST
• 9:30 am - 6:00 pm CST
• 10:30 am - 7:00 pm CST
• 11:30 am - 8:00 pm CST

This position will be a fully remote, work-from-home position. You are required to have an Internet Service Provider (ISP) that has a high-speed internet land-based connection. To ensure stable performance, the connection must be hard-wired from the router to the company-provided equipment.

This role is responsible for consulting and supporting our Coupe Health members. Their focus is on helping members navigate their care through:

• Understanding their benefits
• Partnering to find the highest quality of care
• Ensuring that Coupe Health members are educated and equipped to make the best decision for their wellbeing

Health Valets will create and foster relationships with members, providers, and other stakeholders to resolve any issues that impact members.

Responsibilities

• Consult with Coupe Health members as they navigate their care, including education on their benefit plan and following up regularly on health status.
• Partner with internal/external stakeholders, providers, and other carriers to ensure we meet the needs of our members.
• Identify member issues, recognize patterns, and work in a matrixed environment to drive for solutions and process improvements.
• Maintain agility when navigating through multiple applications while supporting other team members.
• Manage relationships with both satisfied and dissatisfied members by modeling empathy and proactive member support.
• Monitor and respond to member inbound calls and emails in accordance with expectations of turnaround time for support resolution.
• Help identify training opportunities or trends and report findings to leadership.
• Maintain a strict standard of confidentiality to ensure that protected health information of our members is secure.

Qualifications

• 2+ years of related experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
• Ability to work independently and problem solve without all the facts.
• Strong time management and prioritization skills.
• Strong listening and communication skills, including both verbal and written.
• Ability to remain calm in challenging situations.
• Computer literacy and typing skills.
• Ability to learn new processes, technology, and concepts quickly.
• High school diploma (or equivalency) and legal authorization to work in the U.S.

Preferred Skills and Experience

• Bachelor’s degree.
• Prior insurance or healthcare experience.
• Call center experience.
• Customer service experience.

Compensation and Benefits

$23.81 - $29.76 - $35.71 Hourly. Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive benefits package which may include:

• Medical, dental, and vision insurance
• Life insurance
• 401k
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VPTO)
• And more

Equal Employment Opportunity Statement

At Coupe Health, we are committed to paving the way for everyone to achieve their healthiest life. Coupe Health is an Equal Opportunity Employer and maintains an Affirmative Action plan, as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to, and will not be discriminated against based on any legally protected characteristic.

Individuals with a disability who need a reasonable accommodation in order to apply, please contact us at: [email protected].

Coupe Health recruiters may contact you from emails ending with @bluecrossmn.com and @coupehealth.com.