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 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 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.