Locations: Kentucky, Texas, Georgia, Alabama, Florida, the Carolinas, and Virginia

Pay: Hourly pay with base pay rate of $17.75 per hour and health and welfare benefit paid per hour of an additional $5.36 per hour. If health benefits are not needed (candidate has TRICARE, VA, or spouse provided health coverage) the $5.36 per hour is placed in a 401(a)-tax deferred account where 3% of the funds are matched by the company.

If the candidate needs health, vision, dental insurance from the company, the $5.36 per hour pay is applied to cover health benefit options selected.

Training: Six Week of At-Home paid training is provided. All training is live trainer taught training requiring online video (MS Teams) capability for all hours of training.

Attendance: Candidates cannot have any planned absences during the training period, cannot miss time in the training class (unless it is dire emergency).

Time Off: After training is completed, employees earn paid time off and paid sick time off, along with paid Government holidays as paid time off. Paid vacation time consists of 11 Holidays at 8 hours per day (88 hours per year).

Position Metrics: This is not a production contact center job. It is a role where providing excellent and accurate information to providers and Veterans is critical. We measure the time you are logged into the system for work, how much time you log out for non-work time, and how accurate you are when taking lunch time and break time. We measure quality of the calls along with how well you complied with the processes shared in new hire training. Your prior experience handling claims, or provider calls for healthcare on insurance, along with being accurate, and committed to excellent Veteran experience is desired.

Equipment: We provide the computer (PC), monitors, cables, and support to set up you home-based office. You provide excellent high-speed internet with the ability to allow LAN connection of the PC to your Internet router for the highest level of speed and security. Higher internet speeds help the overall call and experience quality of the caller.

Position Overview: Widescope Consulting and Contracting, LLC is hiring 20 Customer Service Associates (CSAs) for our healthcare-focused customer support team. This is a remote, full-time position where you'll provide high-quality service to healthcare members, patients, and providers by answering questions, resolving issues, and ensuring an exceptional customer experience.

Key Responsibilities:

1. Inbound Call Customer Interaction:
   • Respond to calls, emails, and chat inquiries regarding healthcare services, benefits, and claims.
   • Assist patients and providers in navigating healthcare plans and resolving concerns.
2. Problem-Solving & Issue Resolution:
   • Identify customer concerns and provide solutions or escalate as needed.
   • Manage follow-ups to ensure timely resolution.
3. Administrative Support:
   • Handle data entry, case documentation, and maintain accurate customer records.
4. Collaboration & Teamwork:
   • Work cross-functionally with claims, billing, and care coordination teams.
   • Share best practices with teammates to improve service delivery.
5. Customer Education:
   • Educate members about health services, benefits, and coverage options.
   • Explain claims processes, billing procedures, and how to access healthcare services.
6. Compliance:
   • Adhere to confidentiality and HIPAA compliance when handling customer data.
   • Follow company protocols for customer interactions.

Position Requirements:

• Location Requirement: Must reside in one of the listed states.
• Experience: At least 2 years in healthcare customer service (call center) or similar roles (Medicare, Medicaid, TRICARE, Veterans Health Administration).
• Technical Skills: Comfortable with PC-based systems, CRM software, and dual monitors. Experience with call quality systems (e.g., NICE), and CRM tools (Salesforce, Microsoft Dynamics) is a plus.
• Home Office Requirements:
  • Reliable internet with sufficient speed for Zoom/MS Teams and contact center tools.
  • Must be able to connect via LAN cable.
  • PC, monitors, and equipment will be provided.
• Communication Skills: Strong verbal and written communication skills.
• Problem-Solving: Ability to assess and resolve customer issues.
• Empathy & Patience: Handle challenging customer interactions professionally and calmly.
• Attention to Detail: Accurate documentation of customer interactions.