[Hiring] Customer Support Specialist II @Vera Whole Health

Role Description

apree health is hiring full-time remote or hybrid Care Guide - Support Specialist to join our Customer Support team. This job is specific to supporting one of our health plans in addition to supporting our digital products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products.

Responsibilities

• Respond to inquiries via email, phone, live chat, asynchronous messaging, etc.
• Provide the primary support for a regional health plan.
• Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, and appointment scheduling, and more.
• Take ownership of resolving customer service and healthcare navigation issues.
• Take ownership of quality, efficiency, casing, productivity, and other standards of world-class service.
• Keep customer information confidential and in compliance with HIPAA regulations.
• Manage case backlog attentively and document each interaction in Salesforce.
• Exercise problem resolution skills when handling customer concerns using various internal tools.
• Make outbound calls, including appointment scheduling with providers, and other related duties as assigned.
• Willingness to work occasional overtime.

Qualifications

• 1 - 2 years of experience in customer support with an emphasis in healthcare, wellness, and medical billing and claims preferred.
• Experience supporting a health plan preferred.
• Strong organizational skills, and the ability to solve problems.
• Medical office experience preferred but not required.
• Strong communication skills, both verbal and written.
• Tech savvy - ability to use and navigate members with our mobile technology.
• Able to maintain 100% attendance throughout training and excellent attendance beyond training.
• Positive, friendly, and professional demeanor with customers.
• Adept at juggling multiple tasks and customer support requests at the same time.
• Familiarity with Salesforce Service Cloud and Google Suite is a plus.
• Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone.
• High school diploma required or equivalent.
• Spanish speaking and writing a plus.

Requirements

• Must be able to start on 05/11/2026 and be present for all virtual training for the following six weeks.
• Training is fully paid and benefits start on day one.
• Our hours of operation will be Monday through Friday between 5:45 AM - 7:00 PM MST, and Saturday and Sunday from 8:00 AM - 12:00 PM.
• Shifts will be assigned after training.
• Must successfully complete 6 weeks of training with 100% attendance.

Benefits

• Fun, friendly, and unique culture – Bring your whole self to work every day!
• Medical, dental & vision insurance starts 1st day.
• Paid time off & paid holidays.
• Employer contributions for HSA accounts.
• Tuition assistance.
• Matching 401(K).

Compensation

$20.00 to $30.00