Job Description
Job Title: Customer Service Representative (Healthcare) (100% Remote)
Contract-to-Hire | Start Date: May 4, 2026 | 2 Openings
Position Overview
· Our Client is seeking Customer Service Advocate I professionals to join the Contact Center team supporting the Illinois Health Plan.
· This role is 100% remote and contract-to-hire with strong potential to extend or convert.
· You will serve as the first-line advocate assisting members and providers by resolving inquiries, handling requests, and ensuring a positive customer experience.
Job Title: Customer Service Advocate I
Contract Type: Contract-to-Hire
Start Date: 05/04/2026
End Date: 08/07/2026
Duration: 5 months (possibility of extension or conversion)
Location: Remote (candidates nationwide OK if able to work CST hours)
Number of Positions: 15
Exemption: Non-Exempt
Work Schedule: 8:30 AM–5:00 PM CST (final schedule assigned after week 4)
Contact Center Hours: 8:00 AM–5:00 PM CST, Monday–Friday
Lunch: 30 minutes
Training Requirements:
· Training will last four weeks, followed by one week of nesting.
Training schedule options:
· 8:00 AM–4:30 PM EST
· 8:30 AM–5:00 PM EST
Requirements:
· On-camera participation is required.
· Attendance is mandatory for all training sessions and nesting
· Candidates must commit to 100% attendance, as this period is critical for success
Position Purpose:
· Serve as the first-line advocate for members and/or providers
· Communicate through phone, email, live chat, and Teams
· Support routine inquiries such as PCP changes, ID card requests, authorization lookups, pharmacy needs, and demographic updates
· Work within a high-volume contact center environment
Key Responsibilities:
· Receive and respond to routine member/provider inquiries
· Prevent unnecessary escalation by resolving issues during initial contact
· Determine when issues should be routed to other departments
· Communicate clearly and professionally to assess needs
· Maintain performance and quality standards based on contact center metrics
· Document all interactions within the CRM system
· Remain compliant with policies, regulations, and quality standards
· Work assigned tasks, complete H2060 assessments, fill out required forms, and make follow-up calls
· Navigate multiple computer systems simultaneously
· Perform other duties as assigned
Typical Day in the Role:
· Manage a caseload of assigned tasks
· Complete H2060 assessments
· Fill out required assessment forms
· Make follow-up calls
· Handle various member requests using several internal systems
Required Qualifications (Top 3 Must Haves)
1. Call Center experience
2. Customer Service experience
3. Strong problem-solving skills
Additional Required Skills:
· Ability to use Word, Excel, Outlook, and Teams
· Remote work experience
· Intermediate computer skills, including data entry
· Ability to multitask across multiple applications
· Preferred Qualifications
· Strong attention to detail
· Ability to work within four or more systems simultaneously
· Bilingual (Spanish) preferred but not required
· Experience with Microsoft Suite
· Experience meeting performance metrics such as quality scores, average handle time, schedule adherence, and hold time
Education and Experience:
· High School Diploma or GED required
· Entry-level position requiring little or no previous experience
· Equivalent relevant experience also accepted
· Experience multitasking in multiple systems is preferred
· Interview Process
· One interview via Microsoft Teams
· Camera must be on
· Hiring Manager review occurs within 1–2 business days after shortlisting
· Notes for Candidates
· Must work CST schedule regardless of home time zone
· Must meet attendance expectations, especially during training and nesting
· Remote nationwide acceptable if aligned with CST hours
Work Location: Remote
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