Healthcare Customer Care Representative (Hybrid / Remote)

Randstad USA · Honolulu, United States

Join a Fortune 5 healthcare leader and serve as a vital link in helping members understand and navigate their pharmacy benefit plans. In this fast-paced, high-empathy customer service role, you will take inbound phone calls from members to answer questions regarding prescription insurance, medication coverage, and mail-order prescriptions.

Through clear communication, active listening, and problem-solving, you will offer personalized solutions to simplify the healthcare experience for members—all while gaining valuable experience in the growing healthcare industry.

Position Type: Contract Opportunity

Pay Rate: $20.00 / hour

Work Model: Hybrid (1-Day Onsite Orientation, followed by 100% Remote Virtual Training & Assignment)

Onsite Location: 3375 Koapaka St. Suite D-105, Honolulu, HI 96819

Training Schedule: Monday – Friday, 7:00 AM – 3:30 PM HST (Mandatory attendance for 6+ weeks)

Post-Training Shift Options: Monday – Friday (Assigned based on business needs & candidate preference):

• 7:00 AM – 3:30 PM
• 8:00 AM – 4:30 PM
• 10:30 AM – 7:00 PM

Key Responsibilities

• Inbound Member Support: Answer incoming phone calls from healthcare plan members to assist with prescription insurance coverage, medication benefits, and mail-order prescriptions.
• Customer-Centric Problem Solving: Guide callers through complex pharmacy benefits in a patient, reassuring, and helpful manner that demonstrates genuine concern for their well-being.
• Multi-Tasking & Computer Navigation: Toggle seamlessly across multiple screens and Windows-based programs while speaking, reading plan details, interpreting benefit logic, and entering records simultaneously.
• Communication & Empathy: Match the pace and tone of the caller while maintaining a calm demeanor, high empathy, and strict adherence to HIPAA and federal compliance regulations.

Requirements & Qualifications

Must-Have Requirements

• Location: Must reside locally in Hawaii (within 75 miles of the Honolulu site) to attend the initial onsite orientation.
• Experience: 1+ years of experience interacting with customers in a call center, retail, hospitality, customer service, or military environment.
• Technical Skills: Strong computer proficiency navigating Windows-based environments, multi-screen setups, and dual software applications.
• Remote Setup Requirements:
• Secure, quiet, distraction-free home office space.
• Reliable hardwired high-speed internet (Minimum 25 Mbps download / 3 Mbps upload ). Speed test screenshot required with application submission.
• Ability to be on camera via Microsoft Teams for all training modules and ongoing meetings.

Preferred Qualifications

• Associate degree or equivalent experience.
• 6+ months of experience in healthcare, health insurance, or pharmacy support.
• Demonstrated ability to exhibit patience, empathy, active listening, and clear verbal communication.
• Strong reliability and record of strict adherence to shift schedules.