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