Remote Live Chat Agent

Job Title: Remote Live Chat Agent

Company: Horizon NJ Health

Location: Fully Remote

Employment Type: Full-Time

Salary: $30 - $45 USD per hour

Job Overview

Horizon NJ Health is a leading healthcare organisation dedicated to improving access to quality health care for low-income individuals and families. We specialise in providing managed care services to Medicaid recipients, offering a comprehensive range of services including preventive care, wellness programmes, and vital support for mental health. Our mission is to enhance the overall health and well-being of the communities we serve.

We are seeking a compassionate and professional Remote Live Chat Agent to join our dedicated team. In this Full-Time, Fully Remote role, you will be the first point of contact for our members, providing essential support and guidance through our live chat platform. The ideal candidate will possess exceptional communication skills, a strong sense of empathy, and a commitment to delivering an outstanding member experience.

Responsibilities

As a Remote Live Chat Agent, your primary duties will include:

Engaging with members via live chat in a timely, professional, and courteous manner.

Providing accurate and clear information regarding benefits, services, and company policies.

Assisting members with navigating our services and accessing the appropriate care.

Handling sensitive and confidential member information with the utmost discretion and care.

Meticulously documenting all member interactions and resolutions in our internal systems.

Identifying and escalating complex issues to senior team members or other departments as required.

Consistently meeting or exceeding key performance indicators for quality, member satisfaction, and response times.

Staying current with all training materials and updates on our services and procedures.

Qualifications

To be successful in this role, you will need:

Proven experience in a customer-facing role, preferably within a contact centre or live chat environment.

Exceptional written English skills, including excellent grammar, spelling, and punctuation.

A high level of empathy, patience, and the ability to manage challenging conversations with professionalism.

Strong problem-solving abilities and a keen attention to detail.

The ability to work autonomously and manage your time effectively in a remote setting.

A reliable, high-speed internet connection and a private, distraction-free home office environment.

Proficiency in typing and navigating multiple computer systems simultaneously.

Desirable but not essential:

Previous experience in the healthcare, insurance, or managed care industry.

Familiarity with CRM software and live chat platforms.

Compensation

We offer a competitive compensation package for this role.

A competitive hourly rate of $30 - $45 USD per hour, commensurate with experience.

The opportunity to be part of a mission-driven organisation that makes a tangible, positive impact on the community.