Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support members and other callers with timely, accurate assistance in a high-volume healthcare environment in Middletown, New York. This is a Contract position that requires strong communication skills, sound judgment, and the ability to manage inquiries with professionalism and empathy. The Customer Service Representative role includes on-site training followed by a flexible schedule posted in advance, with shifts spread across weekdays and weekends based on business needs.

Responsibilities:

• Handle inbound customer inquiries by asking thoughtful follow-up questions, listening carefully, and identifying the core issue before determining next steps.

• Review available information, complete initial research, and evaluate the scope of each request to support efficient and accurate problem solving.

• Partner with internal teams across departments to secure answers, coordinate support, and route complex concerns to the appropriate resource when needed.

• Place outbound calls to members, providers, brokers, pharmacies, or other parties to clarify details and move cases toward resolution.

• Strive to resolve concerns during the first interaction whenever possible while maintaining accuracy and a positive customer experience.

• Record all interactions thoroughly, including the reason for the contact, research performed, actions taken, and final outcome.

• Guide conversations with confidence and professionalism, using de-escalation techniques when necessary to help calm difficult situations.

• Keep callers informed throughout the resolution process by sharing clear status updates and setting appropriate expectations.

• Maintain strong attention during customer interactions while navigating systems and on-screen information without losing focus.

• Respond to sensitive situations with empathy and respect, especially when callers are dealing with significant personal or health-related events.

• At least 1 year of experience in customer service, a healthcare office, call center, or a similar service-focused setting.
• Ability to communicate clearly and professionally in verbal interactions with a wide range of callers.
• Basic computer proficiency, including comfort navigating multiple screens and documenting information accurately.
• Strong listening and problem-solving skills with the ability to assess issues and determine appropriate next steps.
• Experience handling inbound and outbound calls in a fast-paced environment is highly valued.
• Ability to work a schedule that includes weekdays and weekends after completing on-site training.
• Demonstrated ability to remain composed, attentive, and empathetic during challenging customer conversations.