Customer Support Specialist II

Castlight Health is looking for a motivated individual to join their Customer Support team as a Care Guide - Support Specialist. This role focuses on providing primary support for a regional health plan and assisting with various customer inquiries related to healthcare navigation and digital products.

Responsibilities

• Respond to inquiries via email, phone, live chat, asynchronous messaging, etc
• Provide the primary support for a regional health plan
• Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, and appointment scheduling, and more
• Take ownership of resolving customer service and healthcare navigation issues
• Takes ownership of quality, efficiency, casing, productivity, and other standards of world class service
• Keep customer information confidential and in compliance with HIPAA regulations
• Manages case backlog attentively and documents each interaction in Salesforce
• Exercises problem resolution skills when handling customer concerns using various internal tools
• Makes out outbound calls, including appointment scheduling with providers, and other related duties as assigned
• Willingness to work occasional overtime

Skills

• 1 - 2 years of experience in customer support with an emphasis in healthcare, wellness, and medical billing and claims
• Experience supporting a health plan
• Strong organizational skills, and the ability to solve problems
• Strong communication skills, both verbal and written
• Tech savvy- ability to use and navigate members with our mobile technology
• Able to maintain 100% attendance throughout training and excellent attendance beyond training
• Positive, friendly, and professional demeanor with customers
• Adept at juggling multiple tasks and customer support requests at the same time
• Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone
• High school diploma required or equivalent
• Medical office experience
• Familiarity with Salesforce Service Cloud and Google Suite
• Spanish speaking and writing

Benefits

• Medical, dental & vision insurance starts 1st day
• Paid time off & paid holidays
• Employer contributions for HSA accounts
• Tuition assistance
• Matching 401(K)

Company Overview

Company H1B Sponsorship