[Remote] Customer Experience Associate

Note: The job is a remote job and is open to candidates in USA. Garner Health is a rapidly growing company focused on reshaping the healthcare economy. They are seeking a Customer Experience Associate to join their Claims team, responsible for ensuring accurate and timely claims processing while delivering exceptional service to members through various communication channels.

Responsibilities

• Evaluate claims to determine whether they qualify for reimbursement
• Deliver exceptional service to our members via phone, chat, and email, offering education and guidance to help them navigate the Garner claims process
• Follow documented best practices for handling claims and communicating with members; suggesting process improvements as you identify them
• Manage and organize workload using Garner’s platform and tools, including Zendesk and G Suite
• Achieve pre-defined goals for efficiency, responsiveness, and quality
• Triage and escalate complex and urgent member situations
• Retain detail-oriented working knowledge of Garner processes and healthcare billing practices
• Relay member feedback to leadership teams to improve Garner’s solution

Skills

• Evaluate claims to determine whether they qualify for reimbursement
• Deliver exceptional service to our members via phone, chat, and email, offering education and guidance to help them navigate the Garner claims process
• Follow documented best practices for handling claims and communicating with members; suggesting process improvements as you identify them
• Manage and organize workload using Garner's platform and tools, including Zendesk and G Suite
• Achieve pre-defined goals for efficiency, responsiveness, and quality
• Triage and escalate complex and urgent member situations
• Retain detail-oriented working knowledge of Garner processes and healthcare billing practices
• Relay member feedback to leadership teams to improve Garner's solution
• A passion for helping people solve their problems with an ability to think creatively and empathetically
• Experience working in a customer-facing or operations environment with demonstrated experience staying calm under pressure
• Excellent written and verbal communication skills
• A high level of detail- and process-orientation, digital organization, and resourcefulness
• A desire to work in a rapidly evolving startup environment; comfortable with some ambiguity
• A desire to be a part of our mission to improve the healthcare system
• A quiet and distraction-free work environment with a reliable internet connection (ability to hard wire if needed strongly preferred)
• A bachelor's degree is preferred but not required

Benefits

• Flexible PTO
• Medical/Dental/Vision plan options
• 401(k) with company match
• Flexible spending accounts
• Teladoc Health

Company Overview