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Horizon NJ Health is seeking a dedicated and empathetic Remote Live Chat Support Representative to join our team. As a leading healthcare organisation based in New Jersey, we are committed to improving access to quality healthcare for low-income individuals and families. This is an excellent opportunity to contribute to a mission-driven organisation dedicated to enhancing the health and well-being of the communities we serve. In this full-time, remote role, you will be the first point of contact for our members, providing timely and accurate support through our live chat platform. You will play a crucial role in ensuring a positive and supportive experience for our members.
Responsibilities
• Respond promptly and professionally to member enquiries via live chat.
• Provide accurate information regarding healthcare services, benefits, preventive care, and wellness programmes.
• Assist members with resolving issues, navigating our services, and answering policy-related questions.
• Escalate complex cases to the appropriate department while ensuring a seamless member experience.
• Maintain detailed and accurate records of all member interactions within our CRM system.
• Adhere to all company policies, procedures, and data protection regulations to ensure member confidentiality.
• Collaborate effectively with team members and other departments to achieve service excellence.
• Meet and exceed performance targets related to response times, accuracy, and member satisfaction.
Qualifications
• Proven experience in a customer service or support role, preferably with experience in live chat communication.
• Exceptional written communication skills, with a strong command of English grammar and punctuation.
• Excellent typing speed and accuracy, with the ability to manage multiple chat conversations simultaneously.
• Strong problem-solving skills and the ability to think critically and remain calm under pressure.
• A high degree of empathy and a genuine passion for helping others.
• Self-motivated and disciplined, with the ability to work independently in a remote environment.
• Proficiency in using standard office software and experience with CRM systems is advantageous.
• A private, quiet workspace and a reliable, high-speed internet connection are essential for this role.
• Experience in the healthcare or managed care industry is highly desirable but not essential.
