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 in navigating their healthcare and utilizing their benefits effectively through outbound calls and support services.
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 September 8, 2025
- 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. This includes children, pets, loud noise, construction/remodel work, home services and maintenance
- 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