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