Customer Support Representative (Healthcare/Insurance)

Digital Support Agent (CSR)

Location

• Phoenix, Arizona 85021


• Hybrid schedule with 1 day per week onsite

Position Overview

• Provide customer support for members, providers, employers, brokers, and other users accessing secure web portals and digital services.


• Handle inbound phone calls, portal access questions, navigation issues, voicemail follow-up, and other assigned customer support activities.


• Perform initial troubleshooting and triage of portal and digital service issues and escalate more complex issues when needed.


• Accurately document customer interactions and follow established procedures and service standards.

Key Responsibilities

• Handle inbound customer support calls and thoroughly document each interaction.


• Assist users with portal registration, access, navigation, and basic troubleshooting.


• Perform Level 1 triage of issues involving web portals and digital services.


• Support member, employer, broker, provider, and guest inquiries.


• Process voicemail and follow-up activities as assigned.


• Escalate technical or complex issues to the appropriate analyst or support team.


• Maintain communication with customers through issue resolution.


• Meet established service-level, quality, and productivity expectations.


• Accurately document issues using designated tracking systems.


• Follow applicable customer service, privacy, HIPAA, and departmental procedures.

Required Qualifications

• At least 2 years of call center or customer service experience handling external customers by phone.


• At least 1 year of experience providing external end-user support for web portals or digital services.


• Experience working in a health insurance, insurance payer, or medical practice billing environment is preferred based on the manager's intake requirements.


• High school diploma or GED.


• Strong verbal and written communication skills.


• Strong problem-solving, investigative, and active listening skills.


• Ability to navigate multiple systems while handling customer interactions.


• Ability to accurately document customer issues and follow established procedures.


• Ability to consistently meet service-level and quality expectations.


• Working knowledge of Windows, Word, Excel, Outlook, and common web browsers.


• Ability to type at least 30 WPM.

Preferred Qualifications

• Experience supporting web-based capabilities in a healthcare environment.


• Experience with digital portal support or customer-facing technology troubleshooting.


• Salesforce or similar customer support platform experience.


• Experience working with policies, procedures, and support workflows.


• Spanish-speaking ability.

Assignment Details

• Temporary coverage assignment


• Expected start date: October 15, 2026


• Expected end date: approximately January 6, 2027


• Full-time schedule, approximately 40 hours per week

Pay Rate

• $31.24 - $41.67/hour on W-2

Requisition ID: 554011