Customer Service Representative (CSR) - Member Services

Job Description

Job Description

Position Overview

We are seeking an empathetic, dependable, and driven Customer Service Representative (CSR) to join our healthcare Member Services team. In this role, you will serve as the primary point of contact for members, answering inbound inquiries ranging from healthcare benefits, coverage, and claims to provider network searches and portal navigation.

• Work Modality: 100% Remote (Candidates must reside in the State of Washington and be within commuting distance to pick up equipment in either Renton or Spokane).

• Employment Type: Contract (6 Months to start; potential for conversion based on business need and performance)

• Equipment: Client-issued IT equipment provided

Key Responsibilities

• High-Volume Inbound Support: Handle continuous incoming calls from members, addressing questions and providing clear, accurate information.

• Benefits & Claims Assistance: Guide members through insurance coverage details, plan benefits, deductible/premium amounts, billing statements, and claim statuses.

• Provider & Network Navigation: Assist patients in locating in-network healthcare providers, facilities, and specialized care centers.

• Issue Resolution: Professionally de-escalate and resolve member grievances, billing concerns, and service complaints with empathy and active listening.

• Digital Support: Help members navigate online member portals, troubleshoot basic login issues, and access digital statements and resources.

• Documentation & Multi-tasking: Navigate multiple computer systems and healthcare databases simultaneously while maintaining thorough, accurate call documentation.

Qualifications & Requirements

Required:

• Experience: Minimum of 1 year of high-volume call center or inbound customer service experience.

• Education: High School Diploma or GED equivalent (completion verified prior to start).

• Location & Travel: Must reside in Washington State and be able to commute to Renton or Spokane to pick up IT equipment and manage any technical needs.

• Home Office Setup: A quiet, private, and dedicated workspace suitable for handling confidential healthcare information.

• Technical Skills: Strong computer proficiency with the ability to navigate multiple screens, databases, and chat tools concurrently.

• Soft Skills: High emotional intelligence, active listening, strong verbal communication, and the ability to maintain composure when supporting frustrated callers.

Preferred:

• Prior customer service experience within healthcare, health insurance, revenue cycle, or clinical environments.

• Familiarity with medical terminology, claims, or insurance billing concepts.

Schedule & Training Details

• Training Period:

  • Initial 4-6 weeks consisting of mandatory virtual classroom training and nesting (Monday - Friday, 8:30 AM - 5:00 PM PST).

  • Attendance is strictly required for all training sessions.

• Regular Production Hours:

  • Assigned standard 8-hour shift between 7:00 AM - 5:00 PM PST (Monday - Friday) or scheduled 40-hour operational windows depending on line-of-business business needs.

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.

\nCompany Description

Here at Medix, we are dedicated to providing workforce solutions to clients throughout multiple industries. We have been named among the Best and Brightest Companies to Work For in the Nation for two consecutive years. Medix has also been ranked as one of the fastest growing companies by Inc. Magazine.

Our commitment to our core purpose of positively impacting 20,000 lives affects not only the way we interact with our clients and talent, but also with our co-workers! The goal is lofty, but it is made attainable through the hard work and dedication of our teams and their willingness to lock arms together. Are you ready to lock arms with us?

Company Description

Here at Medix, we are dedicated to providing workforce solutions to clients throughout multiple industries. We have been named among the Best and Brightest Companies to Work For in the Nation for two consecutive years. Medix has also been ranked as one of the fastest growing companies by Inc. Magazine.\r\n\r\nOur commitment to our core purpose of positively impacting 20,000 lives affects not only the way we interact with our clients and talent, but also with our co-workers! The goal is lofty, but it is made attainable through the hard work and dedication of our teams and their willingness to lock arms together. Are you ready to lock arms with us?