Customer Service Agent

This is a fully remote position and open to candidates who reside in Texas, Iowa, Wisconsin or Florida. 

Humach (humans + machines) is a world-class customer experience outsourcer blending proven contact center expertise with next generation AI technologies. We partner with leading brands to deliver exceptional sales and support experiences that are compassionate, reliable, and results driven. Our people bring empathy, judgment, and a human touch while our AI solutions deliver speed, consistency, and efficiency, reducing costs while enhancing quality. Together we resolve issues and strengthen customer loyalty.  

Position Summary 
Humach is seeking remote Customer Service Agents to provide phone-based support for a healthcare client.  As part of our call center team, you will support providers, resolve inquiries, and deliver a professional and empathetic customer experience. This role is combined with responsibilities for coaching our AI agents by reviewing and evaluating their interactions with customers and providing quality feedback to ensure accuracy and optimize performance. 

Key Responsibilities 

• Serve as the primary point of contact for providers, delivering accurate and timely assistance to inquiries such as claims status, benefit eligibility, prior authorization, etc. 
• Utilize client-required systems and tools efficiently while adhering to established processes and compliance standards. 
• Handle a wide range of provider interactions while maintaining brand voice and building trust. 
• Demonstrate professionalism and empathy in every interaction, ensuring a positive customer experience aligned with client expectations. 
• Meet or exceed key performance indicators (KPIs), including response time, resolution accuracy, and customer satisfaction scores.
• Participate in continuous improvement efforts and team initiatives.
• Engage in ongoing training and upskilling to maintain and enhance performance.
• Accurately document all interactions and outcomes in client systems to support reporting, analytics, and compliance obligations.
• Monitor and validate AI outputs to ensure accuracy, compliance, and alignment with customer standards. 
• Review, correct, and approve AI-generated responses across workflows and simulations. 
• Provide detailed feedback on AI performance, documenting errors, hallucinations, and improvement opportunities.  
• Collaborate with managers, supervisors and engineering teams to refine prompts, improve model behavior, and support continuous tuning of AI systems. 
• Maintain strong knowledge of customer knowledge bases, SOPs, and compliance requirements to ensure AI responses adhere to regulatory and brand guidelines. 

Qualifications 

• Fluent English proficiency with natural, conversational communication skills.
• Strong customer service orientation with a professional, consistently polite demeanor. 
• High emotional intelligence with the ability to handle sensitive situations with empathy. 
• Excellent verbal and written communication skills, including grammar, clarity, and tone. 
• Familiarity with medical terminology, health plan documents or benefit plan design helpful. 
• Advanced typing skills (minimum 40 WPM preferred). 
• Strong attention to detail and accuracy in all work. 
• Analytical thinking and problem-solving skills, including handling complex scenarios.