Customer Support Specialist II

Castlight Health is on a mission to build an integrated health network that enhances healthcare experiences. They are seeking a Customer Support Specialist II to assist health insurance members by making outbound calls, helping them navigate their healthcare benefits, and providing exceptional customer service.

Responsibilities

• Represent apree health to our clients, partners, internal and external customers through best-in-class service and technological solutions
• Conduct outbound calls to health plan members to assist them in finding providers, scheduling appointments
• Handle inbound support calls as a flex team to support the inbound business. Inbound support may include, but not limited to digital support, appointment scheduling, and health plan support
• Be a knowledge source for members for explanation of benefits, employer health incentives, and navigating the complexities of their health insurance benefits
• Take ownership of resolving member concerns and healthcare navigation issues by providing end-to-end, closed-loop service
• Accurately and effectively interpret, explain, identify and facilitate updates, modifications, and/or corrections of discrepancies related to medical billing, Explanation of Benefits, or other insurance-related documentation
• Requires being at a desk for extended periods of time
• Requires being on the phone with patients, insurance companies, providers and others throughout the day
• Cameras must be on during all meetings

Skills

• 40 hours per week with multiple shifts from 5:45 am to 7:00 pm MT
• Must successfully complete 3-6 weeks of training with 100% attendance starting on May 11th, 2025
• Looking for both hybrid and remote workers (If within 50 miles of Sandy office, hybrid employee; if outside 50 miles, remote employee)
• Represent apree health to our clients, partners, internal and external customers through best-in-class service and technological solutions
• Conduct outbound calls to health plan members to assist them in finding providers, scheduling appointments
• Handle inbound support calls as a flex team to support the inbound business
• Be a knowledge source for members for explanation of benefits, employer health incentives, and navigating the complexities of their health insurance benefits
• Take ownership of resolving member concerns and healthcare navigation issues by providing end-to-end, closed-loop service
• Accurately and effectively interpret, explain, identify and facilitate updates, modifications, and/or corrections of discrepancies related to medical billing, Explanation of Benefits, or other insurance-related documentation
• Requires being at a desk for extended periods of time
• Requires being on the phone with patients, insurance companies, providers and others throughout the day
• Cameras must be on during all meetings
• Positive, resilient, professional, customer-focused mindset, excellent oral and written communication skills
• Driven, team player, accountable for performance, behavior and willingness to be of assistance to others in navigating complex healthcare environments
• Demonstrated success in a customer-focused role, with a preference for previous healthcare, call center and/or outbound call experience
• High School diploma or equivalent
• Attention to detail and regular attendance required (40 hours per week)
• Remote employees must be free from distractions: Anything that prevents or detracts the employee from giving full attention to work
• Must be able to perform all job duties
• Experience with Google suite and Salesforce Service Cloud a plus

Benefits

• Paid time off & paid holidays
• Employer contributions for HSA accounts
• 6 weeks of paid training (requires 100% attendance)
• Tuition assistance
• Opportunities for career development and advancement
• Multiple full-time shifts available within the hours of 5:45 am - 7 pm
• Variable compensation includes performance based bonus opportunity

Company Overview

Company H1B Sponsorship