Customer Service Representative

We are looking for a Customer Service Representative to join a healthcare-focused team in Middletown, New York on a Contract basis. In this role, you will support callers by addressing service questions, researching concerns, and guiding issues through to resolution with professionalism and care. This position is well suited to someone who communicates clearly, stays organized in a fast-paced environment, and can balance empathy with efficient problem-solving.

Responsibilities:
• Handle incoming customer inquiries, ask thoughtful follow-up questions, and uncover the core issue so each concern is addressed accurately.
• Review available information, research account details, and complete an initial assessment to determine the nature and urgency of each case.
• Work with internal teams and appropriate support partners to move issues forward, involving higher-level assistance when resolution requires escalation.
• Place outbound calls to customers, providers, brokers, pharmacies, or other parties when additional coordination is needed to close open items.
• Strive to resolve concerns during the first interaction whenever possible while maintaining quality, accuracy, and a positive caller experience.
• Record each interaction thoroughly, including the issue presented, research completed, actions taken, and final outcome.
• Lead conversations with confidence and professionalism, using active listening and de-escalation techniques to manage sensitive or complex situations.
• Keep customers informed throughout the resolution process by providing timely updates and setting clear expectations for next steps.
• Maintain attention to caller needs while navigating multiple systems and on-screen prompts in a high-volume service environment.
• Respond to callers with empathy and respect, especially when they are sharing personal or challenging life events that affect their situation.• At least 1 year of experience in customer service, a healthcare office, call center, or another client-facing support environment.
• Strong verbal communication skills with the ability to listen carefully, ask effective questions, and explain information clearly.
• Basic computer proficiency and comfort using multiple systems while documenting interactions in real time.
• Ability to manage both inbound and outbound calls in a courteous, efficient, and detail-focused manner.
• Experience documenting case details accurately and maintaining organized records of follow-up activities.
• Strong problem-solving skills, including the ability to research issues and determine the appropriate path to resolution.
• Flexible availability to work a 5-day schedule of 7.5-hour shifts, including weekends, after completing onsite training.
• Prior call center experience is preferred and will be considered a plus.