Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join a healthcare-focused team in Middletown, New York on a Contract to Hire basis. This position supports members and partners by handling inquiries with professionalism, empathy, and strong follow-through. The role is ideal for someone who can stay organized in a fast-paced service environment while delivering clear communication and dependable issue resolution. Training for the Customer Service Representative role is conducted onsite, and the ongoing schedule is provided in advance with shifts that may include weekends.

Responsibilities:

• Handle inbound inquiries by asking thoughtful questions, listening carefully, and identifying the core issue behind each request.

• Review available information, conduct initial research, and assess the nature and urgency of each customer concern.

• Work with teams across the organization to obtain answers, coordinate next steps, and route complex matters to the appropriate contacts when needed.

• Place outbound calls to members, providers, brokers, pharmacies, or other parties to gather details and help bring issues to resolution.

• Strive to resolve concerns during the first interaction whenever possible while maintaining accuracy and service quality.

• Record each interaction thoroughly, including the concern raised, research completed, actions taken, and final outcome.

• Guide conversations with confidence and professionalism, using de-escalation techniques and empathy to support callers through sensitive situations.

• Provide timely updates to customers throughout the resolution process so they remain informed about status and next steps.

• Maintain attention to customer interactions while navigating systems, alerts, and multiple sources of information during the workday.

• At least 1 year of experience in customer service, a healthcare office, call center, or a similar client-facing environment.

• Strong verbal communication skills with the ability to ask clear questions, explain information effectively, and manage challenging conversations professionally.

• Basic computer proficiency, including comfort using multiple systems while documenting interactions in real time.

• Ability to research issues, evaluate available information, and determine appropriate next steps for resolution.

• Experience handling inbound and outbound calls in a structured service setting is preferred.

• Demonstrated ability to maintain accurate documentation and stay organized in a fast-paced environment.

• Comfortable working a schedule that includes five days per week, 7.5-hour shifts, and weekend coverage as needed.

• Prior healthcare-related customer service or call center experience is a plus.