Customer Support Specialist

2 weeks ago


Lake Forest, California, United States PrideStaff Full time
Job Overview

Customer Support Specialist required for a reputable organization that specializes in providing medical insurance solutions to healthcare providers, clients, and patients.

This is a temporary to permanent position with a competitive hourly wage ranging from $20 to $23, based on experience, along with a comprehensive benefits package. The working hours are Monday to Friday, from 7:00 AM to 4:00 PM.

Note: The company may modify the schedule in the future to include working one weekend every five weeks. In such cases, employees will receive the preceding Wednesday and the following Tuesday off.

As a Customer Support Specialist, your primary responsibilities will include assisting clients via phone and email concerning live medical cases, as well as directing them to appropriate clinics and hospitals. You will be tasked with initiating medical and non-medical cases in our claims system, addressing general inquiries related to ongoing cases, and providing updates on claim statuses.

Key Responsibilities:

  • Act as the initial point of contact for clients, policyholders, and healthcare providers.
  • Deliver exceptional customer service by ensuring timely and accurate responses to client inquiries.
  • Foster and maintain strong relationships with both internal colleagues and external partners.
  • Collaborate with team members and network partners to review, plan, and resolve medical cases.
  • Handle incoming calls, which constitute approximately 25% of total daily communications.

Required Qualifications:

  • At least 1 year of experience in processing medical, dental, prescription, or mental health claims is advantageous.
  • A minimum of 1 year of customer service experience in a business-to-business environment or relevant experience in a medical office, healthcare setting, call center, or office environment addressing customer issues and billing inquiries.
  • Proficient in using computer systems and Windows applications, with the ability to learn new and complex software.
  • Strong listening skills, with the ability to gather pertinent information, build rapport, and respond to clients empathetically.
  • Capable of simplifying healthcare-related terminology and complex processes into clear, actionable instructions for clients.
  • Adaptable and able to thrive in a fast-paced, evolving environment.
  • Ability to work independently while also collaborating effectively with others.
  • Professional telephone etiquette is essential.


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