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.
