Temporary Customer Service Guide - Remote

Job Description At Guidehealth, our mission is simple but powerful: to make great healthcare affordable for all. We’re a technology-forward company that believes in accountability, continuous learning, innovation, and ensuring every voice is heard—all while leading with empathy. We’re looking for Customer Service Guides who are tech-savvy, resilient, and passionate about helping others. This is more than customer service—you’ll be the trusted voice for our members and providers, guiding them through the complex world of healthcare with empathy, clarity, and confidence. What You’ll Be Doing

• Serving as the first point of contact for members and providers, handling 30–40 calls per day while also managing chats, texts, emails, video, and co-browsing, with an expected call resolution time of 6 to 8 minutes.
• Navigating multiple systems and balancing several interactions at once, staying accountable for accurate, timely, and empathetic resolutions.
• Assuring the accurate and timely handling of client and member calls with total follow through
• Answering client and provider questions including, but not limited to claims payment, status and coverage information
• Educating customers on their plan and encouraging use of our digital tools—helping them learn how to navigate healthcare more confidently.
• Interpreting client health plan protocol
• Reviewing claims status and providing status to member.
• Check tracer documentation
• Maintaining accurate and complete call documentation
• Maintaining high level of professionalism
• Returning incoming calls
• Solving questions about benefits, claims, eligibility, and providers, collaborating across teams when needed.
• Safeguarding privacy at all times—strictly following HIPAA and confidentiality standards.
• Documenting thoroughly, taking ownership of issues, and following through until every customer feels heard and supported.