Customer Support Representative (Healthcare/Insurance)

Hybrid schedule with 1 day per week onsite Position Overview Provide customer support for members, providers, employers, brokers, and other users accessing secure web portals and digital services. Handle inbound phone calls, portal access questions, navigation issues, voicemail follow-up, and other assigned customer support activities. Perform initial troubleshooting and triage of portal and digital service issues and escalated more complex issues when needed. Accurately document customer interactions and follow established procedures and service standards. Key Responsibilities Handle inbound customer support calls and thoroughly document each interaction. Assist users with portal registration, access, navigation, and basic troubleshooting. Perform Level 1 triage of issues involving web portals and digital services. Support member, employer, broker, provider, and guest inquiries. Process voicemail and follow-up activities as assigned. Escalate technical or complex issues to the appropriate analyst or support team. Maintain communication with customers through issue resolution. Meet established service-level, quality, and productivity expectations. Accurately document issues using designated tracking systems. Follow applicable customer service, privacy, HIPAA, and departmental procedures. Required Qualifications At least 2 years of call center or customer service experience handling external customers by phone. At least 1 year of experience providing external end-user support for web portals or digital services. Experience working in a health insurance, insurance payer, or medical practice billing environment is preferred based on the manager's intake requirements. High school diploma or GED. Strong verbal and written communication skills. Strong problem-solving, investigative, and active listening skills. Ability to navigate multiple systems while handling customer interactions. Ability to accurately document customer issues and follow established procedures. Ability to consistently meet service-level and quality expectations. Ability to type at least 30 WPM. Preferred Qualifications Experience supporting web-based capabilities in a healthcare environment. Experience with digital portal support or customer-facing technology troubleshooting. Salesforce or similar customer support platform experience. Experience working with policies, procedures, and support workflows. Spanish-speaking ability. Temporary coverage assignment Expected end date: approximately January 6, 2027 Full-time schedule, approximately 40 hours per week #J-18808-Ljbffr Cypress HCM