Customer Service Rep - Health Valet
Now hiring for August 25th! We’re looking for talented individuals to join our Health Valet Team! This job posting is for our 8 am – 4:30 pm or 8:30 am- 5 pm CST shift only. Shifts will be assigned at offer.
Train for Success: The position begins with paid training starting August 25, 2025. Our comprehensive 6–8 week program (Monday to Friday, 9:00 am – 5:30 pm CST) will equip you with everything you need to succeed.
Schedule: Our Member Services team supports clients Monday through Friday, 8:00 am – 8:00 pm CST.
Wondering what your day will look like? Watch the following video to learn more!
The Impact You Will Have
This role is responsible for consulting and supporting our Coupe Health members. Their focus is on helping members navigate their care; through understanding their benefits, partnering to find the highest quality of care, and ensuring that Coupe Health members are educated and equipped to make the best decision for their wellbeing. They will create and foster relationships with members, providers, and other stakeholders to resolve any issues that impact members. Our Health Valets will make a difference in the lives of our members by understanding their needs and supporting them providing white-glove service and problem resolution.
Your Responsibilities
- Consult with Coupe Health members as they navigate their care, including education on their benefit plan, partnering to find quality care for their personalized health situation, following up regularly on health status, and any other support needed so our members can make the best decision for their wellbeing.
- Partnering with internal/external stakeholders, providers, and other carriers to ensure we are meeting the needs of our members.
- Identify member issues, recognize patterns, and work in a matrixed environment to drive for a solution and process improvements, using their discretion and independent judgement to meet member’s needs. Using discretion when a member issue is escalated, and leadership needs to be brought in.
- Maintain agility when navigating through multiple applications while supporting other team members as they assist members.
- Managing relationships with both satisfied and dissatisfied members by modeling empathy, knowledge, and proactive member support. Additionally managing relationships with providers and internal/external stakeholders.
- Responsible for helping retain members and growing brand awareness through exceptional service.
- Monitor and respond to member inbound calls and emails, in accordance with expectations of turnaround time for support resolution.
- Helps identify training opportunities or trends, and report findings and opportunities to leadership.
- Maintain a strict standard of confidentiality to ensure that protected health information of our members is secure.
Required Skills & Experiences
- 2+ years of related experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
- Ability to work independently and problem solve without all the facts.
- Strong time management and prioritization skills
- Strong listening and communication, including both verbal and written skills.
- Ability to remain calm in challenging situations.
- Computer literacy and typing skills
- Ability to learn new processes, technology, new concepts, etc. quickly.
- High school diploma (or equivalency) and legal authorization to work in the U.S.
Preferred Skills and Experience
- Bachelor’s degree
- Prior insurance or health care experience
- Leadership experience
- Call center experience