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.