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Remote Healthcare Call Center Representative
About the position
Conduent is hiring a Remote Healthcare Call Center Representative to assist members with healthcare benefits inquiries, including Medicare enrollments, billing, claims, benefits, and related services. Representatives handle a steady volume of incoming calls, averaging 30–40 calls per day, and learn to use 15–20 systems. The role focuses on understanding callers’ needs, explaining available programs and benefits, resolving issues, and providing accurate information in accordance with client policies, procedures, and regulatory guidelines. Call center experience is described as a plus, but applicants must have at least six months of customer service experience. The position requires flexibility to work within operating hours of 7:45 a.m.–11:00 p.m. Eastern Time Monday through Saturday and 7:45 a.m.–8:00 p.m. Eastern Time Sunday. Training is scheduled 9:00 a.m.–5:30 p.m. Eastern Time and consists of six weeks of classroom training followed by two weeks of nesting; 100% attendance is required. The role is remote, with company-provided equipment and requirements for a wired home internet connection and a quiet, distraction-free workspace. The hourly pay rate is \$16.00. Medical, dental, and vision benefits are available on the first day of employment; paid time off accrues after 180 days.
Responsibilities
- Handle incoming calls about benefits, enrollment, eligibility, invoicing, claims, and related topics.
- Explain Medicare Part D, Medicare Advantage Part C, and Dual Special Need Program (DSNP) offerings, including questions about program levels.
- Listen actively to understand members’ needs and answer questions, including through callbacks and follow-up calls as needed.
- Take necessary actions to resolve members’ issues and aim for one-call resolution, including answering questions callers may not have explicitly asked.
- Navigate members’ plan benefits and review client policies, procedures, and provided resources to deliver accurate information and comply with regulatory guidelines.
- Use multiple client systems and multitask effectively while assisting callers.
- Demonstrate problem-solving, politeness, and a strong focus on caller service.
Requirements
- At least six months of customer service experience.
- High school diploma, GED, or college degree.
- Successfully complete a customer service assessment and computer-based typing test; the test is not compatible with mobile devices.
- Complete mandatory paid training with 100% attendance; training includes six weeks of classroom training and two weeks of nesting, with no missed days.
- Successfully complete a background check.
- Have a home internet connection with at least 25 Mbps download and 10 Mbps upload speed.
- Connect the work computer directly to the home modem by Ethernet; satellite and wireless internet are not accepted.
- Maintain a quiet, distraction-free, clutter-free workspace with no other people, writing utensils, or unauthorized electronics in the work area during working hours.
- Be flexible to work within the stated operating hours, including hours on weekends.
- Reside in a state or municipality where Conduent can hire under applicable compensation and minimum-wage regulations.
Nice-to-haves
- Call center experience.
Benefits
- Medical benefits available on the first day of employment.
- Dental benefits available on the first day of employment.
- Vision benefits available on the first day of employment.
- Paid time off accrues after 180 days of employment.
- Life and disability insurance.
- Retirement savings plan.
- Paid holidays.
- Paid time off, vacation, and/or sick time.
- May be eligible for a bonus or incentive based on business need.
