Remote Customer Care Specialist

Job Overview


Horizon NJ Health is seeking a dedicated and empathetic Remote Customer Care Specialist to join our team on a Full-Time basis. As a leading healthcare organisation in New Jersey, we are committed to improving access to quality healthcare for low-income individuals and families, primarily serving Medicaid recipients. This role is crucial to our mission of enhancing the health and well-being of the communities we serve. The successful candidate will be the first point of contact for our members, providing exceptional support and guidance with professionalism and compassion. This is a fully remote position, offering a competitive hourly rate of $28 - $38 USD per hour.


Responsibilities


* Serve as the primary point of contact for member enquiries via phone, email, and other communication channels.

* Provide accurate and comprehensive information regarding benefits, eligibility, claims, and available healthcare services.

* Assist members in navigating our services, including preventive care, wellness programmes, and support for mental health and substance use issues.

* Resolve member concerns and complaints efficiently and with a high degree of empathy, escalating complex issues when necessary.

* Maintain detailed and accurate records of all member interactions within our customer relationship management (CRM) system.

* Collaborate with internal departments to ensure seamless service delivery and resolution of member needs.

* Uphold strict confidentiality and adhere to all data protection policies to safeguard member information.

* Stay informed about company policies, procedures, and service offerings to provide up-to-date information to members.


Qualifications


* Proven experience in a customer service or customer care role, preferably within a remote environment.

* Exceptional communication and interpersonal skills, with the ability to convey complex information clearly and compassionately.

* Strong problem-solving skills and a high level of attention to detail.

* A patient and professional demeanour, particularly when handling sensitive situations.

* Proficiency in using CRM software and the Microsoft Office Suite.

* The ability to work independently and manage time effectively in a remote setting.

* Experience in the healthcare or managed care industry is highly desirable.

* A working knowledge of Medicaid or similar publicly-funded health programmes would be a significant advantage.