Customer Support Specialist II

apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs.

Responsibilities 

• Respond to inquiries via email, phone, live chat, asynchronous messaging, etc.

• Provide the primary support for a regional health plan 

• Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, and appointment scheduling, and more.

• Take ownership of resolving customer service and healthcare navigation issues

• Takes ownership of quality, efficiency, casing, productivity, and other standards of world class service 

• Keep customer information confidential and in compliance with HIPAA regulations

• Manages case backlog attentively and documents each interaction in Salesforce  

• Exercises problem resolution skills when handling customer concerns using various internal tools 

• Makes out outbound calls, including appointment scheduling with providers, and other related duties as assigned 

• Willingness to work occasional overtime.

Qualifications 

• 1 - 2 years of experience in customer support with an emphasis in healthcare, wellness, and medical billing and claims preferred

• Experience supporting a health plan preferred

• Strong organizational skills, and the ability to solve problems.

• Medical office experience preferred but not required

• Strong communication skills, both verbal and written  

• Tech savvy- ability to use and navigate members with our mobile technology 

• Able to maintain 100% attendance throughout training and excellent attendance beyond training 

• Positive, friendly, and professional demeanor with customers 

• Adept at juggling multiple tasks and customer support requests at the same time 

• Familiarity with Salesforce Service Cloud and Google Suite is a plus

• Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone 

• High school diploma required or equivalent  

• Spanish speaking and writing a plus 

At apree health our vision is to transform lives through better health.  The apree health culture values and celebrates different backgrounds, perspectives, and points of view. We believe our diversity helps drive creativity and innovation. We strive to make everyone feel included, valued, and engaged; enable them to do their best work; and build their careers here at apree health. That is why diversity and inclusion are more than just words to us. Rather, they are a commitment to a culture where employees feel respected and empowered to share their ideas and deliver the best results.  

What you’ll love about working here: 

• Fun, friendly, and unique culture – Bring your whole self to work every day! 

• Medical, dental & vision insurance starts 1st day 

• Paid time off & paid holidays 

• Employer contributions for HSA accounts 

• Tuition assistance 

• Matching 401(K)

apree health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status regarding public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, apree health will provide reasonable accommodations for qualified individuals with disabilities.

If you reside in a state that is eligible to receive additional information about the compensation and benefits for this role, please send an email to recruiting@apree.health