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Job Description
Garner Health is seeking a dedicated Customer Service Representative to join their member-facing team. This role is the front line of support for members, acting as a trusted guide in helping them understand and navigate their healthcare benefits. The Customer Service Representative will engage directly with members through phone, chat, and email to help them access the highest-quality care at the lowest possible cost. This is a US-based fully remote position.
What this role involves:
- Delivering exceptional member support via phone, chat, and email
- Educating members on their healthcare benefits, including how to maximize their Garner benefit
- Helping steer members to find the best care available to them
- Handling complex and sensitive conversations with professionalism, empathy, and patience
- De-escalating members who are experiencing friction with their benefit
- Working with other departments to address cross-departmental issues
- Identifying and escalating feedback from member interactions to internal teams
- Staying up to date on evolving procedures
- Protecting member privacy and maintaining compliance with HIPAA and data security protocols
Requirements:
- Minimum 2 years of call center/customer service experience
- Healthcare experience preferred
- Clear and confident verbal and written communication skills
- Meticulous attention to detail
- A proactive and curious problem-solving mindset
- An openness to feedback and a commitment to doing better every day
- Technical proficiency with customer service platforms, such as Zendesk
- A desire to work in a rapidly evolving startup environment and can adapt quickly to change
- Passion for Garner's mission to transform the healthcare economy
What Garner offers:
- Base compensation of $22/hr
- $0.50 additional hourly bump for English/Spanish bilingual candidates
- Equity incentive plan
- Competitive benefits plans
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