Patient Experience Representative (Customer Experience Representative) - Remote - $500 bonus!

Company Description

WHO IS GUIDEHEALTH? 

Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers. Driven by empathy and powered by AI and predictive analytics, Guidehealth leverages remotely-embedded Healthguides™ and a centralized Managed Service Organization to build stronger connections with patients and providers. Physician-led, Guidehealth empowers our partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients. 

Job Description

At Guidehealth, our mission is simple but powerful: to make great healthcare affordable for all. We’re a technology-forward company that believes in accountability, continuous learning, innovation, and ensuring every voice is heard—all while leading with empathy.

We’re looking for Customer Service Guides who are tech-savvy, resilient, and passionate about helping others. This is more than customer service—you’ll be the trusted voice for our members and providers, guiding them through the complex world of healthcare with empathy, clarity, and confidence.

WHAT YOU’LL BE DOING  

• Serving as the first point of contact for patients and providers, handling 30–40 calls per day while also managing chats, texts, emails, video, and co-browsing, with an expected call resolution time of 6 to 8 minutes.
• Navigating multiple systems and balancing several interactions at once, staying accountable for accurate, timely, and empathetic resolutions.
• Assuring the accurate and timely handling of client and member calls with total follow through 
• Answering client and provider questions including, but not limited to claims payment, status and coverage information 
• Educating customers on their plan and encouraging use of our digital tools—helping them learn how to navigate healthcare more confidently.
• Interpreting client health plan protocol 
• Reviewing claims status and providing status to member. 
• Check tracer documentation 
• Maintaining accurate and complete call documentation 
• Maintaining high level of professionalism 
• Returning incoming calls 
• Solving questions about benefits, claims, eligibility, and providers, collaborating across teams when needed.
• Safeguarding privacy at all times—strictly following HIPAA and confidentiality standards.
• Documenting thoroughly, taking ownership of issues, and following through until every customer feels heard and supported.

Qualifications

What you’ll need to have for success

• At least 2 years of experience in a healthcare contact center.
• 3+ years of customer service experience overall.
• Associate or Bachelor's degree or recent work toward a degree is preferred.
• Prior experience working across multiple customer service channels such as calls, chat, text, and email.
• Tech-savvy with the ability to learn and pivot quickly across multiple systems.
• Strong communication, listening, and problem-solving skills.
• A calm, professional presence in high-volume situations, with empathy as a core strength.

Schedule

• Core business hours: Monday–Friday, 8:00 AM to 6:00 PM (Central Time).
• This is a full-time, 40-hour role, with shifts scheduled within these hours.

This Is Not Your Typical Call Center Job

As a Customer Service Guide, you’ll gain a deep understanding of our members, systems, and services—but this role is just the starting point. From here, you’ll have opportunities to grow into roles in Quality, Client Success, Claims, Utilization Management, Referrals, Intake, and Healthguide (Medical Assistant).

At Guidehealth, every voice matters, growth is supported, and empathy isn’t just encouraged—it’s expected. Everyone is responsible to help teammates Thrive! We provide ongoing feedback regarding performance and encourage feedback sharing from all team members.

Ready to join a company that’s innovative, mission-driven, and built for growth? Apply today and help us make great healthcare affordable for all.

Additional Information

The base pay range for this role is between $21.00 to $23.00 per hour, paid bi-weekly. Upon successful completion of full training program you will receive a $500.00 bonus. 

ALIVE with Purpose: How We Thrive at Guidehealth 

At Guidehealth, our values come to life in everything we do. 

• We are Driven by Accountability — grounded in transparency, reliability, and integrity as we navigate challeng