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About Workwarp: Pioneering Healthcare Support with a Human Touch At Workwarp, we are more than a remote call center – we are a dynamic, fast‑growing healthcare services organization dedicated to simplifying the lives of patients, providers, and insurers across the United States. Our core mission is to deliver seamless benefits administration, transportation coordination, and personalized member assistance, all while maintaining the highest standards of empathy, accuracy, and compliance. From humble beginnings as a boutique consulting group, Workwarp has scaled to a nationally recognized provider of integrated health‑service solutions, partnering with leading health plans, hospitals, and community organizations. Our culture thrives on collaboration, continuous learning, and a commitment to making a tangible difference in the health journeys of thousands of individuals every day. Position Overview: Remote Call Center Representative – Hialeah Focus We are seeking motivated, communication‑savvy professionals to join our remote workforce as Customer Service Representatives (CSRs) specializing in inbound and outbound health‑benefit and transportation inquiries for our Hialean member base. This role offers both full‑time and part‑time schedules, providing flexibility while delivering a competitive hourly wage, performance incentives, and a clear path for professional advancement. Why This Role Stands Out • Impactful Work: Directly assist members in navigating health benefits, understanding coverage options, and arranging reliable transportation to medical appointments. • Remote Flexibility: Work from the comfort of your home with a reliable internet connection and a supportive virtual team. • Comprehensive Training: Participate in a 3‑ to 4‑week on‑camera training curriculum covering product knowledge, compliance, communication techniques, and technology platforms. • Career Growth: Opportunities to progress into senior support, quality assurance, team lead, or specialist roles within our expanding organization. • Competitive Compensation: Base pay of $16.50 per hour plus attendance‑based bonuses ranging from $100‑$120 per paycheck. Key Responsibilities – What You’ll Do Every Day • Inbound Call Management: Answer incoming member calls, verify identity, and efficiently address questions regarding health plan benefits, coverage details, and eligibility. • Outbound Outreach: Conduct proactive calls to members who have pending transportation requests or who require follow‑up on benefit enrollment. • Benefit Education: Explain complex health‑benefit terminology in clear, layman’s language, helping members make informed decisions about their care. • Transportation Coordination: Schedule, confirm, and troubleshoot non‑emergency medical transportation (NEMT) services, ensuring timely arrival at appointments. • Documentation & Data Entry: Accurately record call details, member interactions, and resolution steps in the CRM and electronic health record (EHR) platforms according to HIPAA standards. • Problem Solving: Identify root causes of member concerns, provide immediate resolution, or escalate to senior specialists when necessary. • Compliance Adherence: Follow all relevant health‑care regulations, privacy policies, and internal SOPs to protect member information. • Team Collaboration: Participate in daily huddles, share insights, and contribute to continuous‑improvement initiatives. • Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑call resolution, and customer satisfaction scores. Essential Qualifications – The Baseline for Success • Remote‑Ready Workspace: A dedicated home office setup with a high‑speed internet connection (minimum 10 Mbps download), a reliable computer, and a headset meeting our audio quality standards. • Communication Excellence: Clear, articulate verbal communication in English; exceptional listening skills and a friendly, professional phone demeanor. • Customer‑Service Background: Minimum 1‑year experience in a call‑center, contact‑center, or similar customer‑service role is preferred. • Technology Proficiency: Comfortable navigating Microsoft Outlook, Microsoft Teams, and web‑based CRM platforms; ability to quickly learn new software tools. • Problem‑Solving Ability: Demonstrated capacity to assess member issues, think critically, and provide concise, accurate solutions. • Reliability & Attendance: Consistent attendance record; willingness to adhere to scheduled shifts and meet attendance‑bonus criteria. • Legal Eligibility: Authorization to work in the United States without sponsorship; ability to pass background checks and drug screening. Preferred Qualifications – What Sets Candidates Apart • Prior experience in health‑care, insurance, or benefits administration. • Knowledge of HIPAA regulations and data‑privacy best practices. • Familiarity with non‑emergency medical transportation (NEMT) programs. • Fluency in Spanish or another secondary language common in the Hialeah community. • Experience using Salesforce, Zendesk, or similar ticketing systems. • Demonstrated ability to work independently while thriving in a virtual team environment. Core Skills & Competencies – The DNA of a Top‑Performing CSR • Empathy & Active Listening: Ability to understand member emotions and respond with compassion. • Detail‑Oriented Documentation: Precise entry of information to maintain compliance and enable accurate reporting. • Time Management: Efficiently handle multiple calls and tasks while maintaining quality standards. • Adaptability: Quickly adjust to policy updates, new software releases, and evolving member needs. • Team Spirit: Contribute to a positive, collaborative remote culture through open communication and shared success. • Resilience: Maintain professionalism during high‑volume periods and challenging interactions. Career Path & Development Opportunities Workwarp believes in investing in its people. As you excel in your CSR role, you’ll have access to a robust career roadmap, including: • Specialist Tracks: Transition into benefit‑specialist, transportation‑coordination specialist, or compliance analyst positions. • Leadership Pathways: Advance to team lead, quality‑assurance supervisor, or regional operations manager. • Professional Certifications: Sponsored training for certifications such as Certified Call Center Professional (CCCP) or Healthcare Customer Service (HCS) credentials. • Continuous Learning: Monthly webinars, e‑learning modules, and mentorship programs designed to sharpen technical and soft skills. Work Environment & Culture – What It’s Like to Be Part of Workwarp Our remote workforce is united by a shared purpose and a culture that values: • Transparency: Open communication channels, regular town‑hall meetings, and clear performance expectations. • Inclusivity: Diverse hiring practices, employee resource groups, and language‑access support for multilingual staff. • Well‑Being: Access to virtual wellness initiatives, mental‑health resources, and flexible scheduling to promote work‑life balance. • Recognition: Employee‑of‑the‑Month awards, milestone celebrations, and performance‑based bonuses. • Technology Enablement: State‑of‑the‑art call‑center software, secure VPN, and collaborative platforms that keep you connected. Compensation, Perks & Benefits – What We Offer • Base Pay: $16.50 per hour, payable bi‑weekly. • Attendance Bonus: $100‑$120 per paycheck for perfect attendance, reinforcing our commitment to reliability. • Health & Wellness: Medical, dental, and vision plans (eligible after 90 days); employee assistance program (EAP) for mental health support. • Retirement Savings: 401(k) plan with company matching up to 4% of salary. • Paid Time Off (PTO): Earned vacation, sick leave, and holidays, with accrual based on tenure. • Professional Development: Tuition reimbursement for approved courses, access to industry certifications, and internal training budgets. • Technology Stipend: Monthly allowance to support home‑office equipment, internet service, or ergonomic accessories. • Referral Program: Earn $200 for each successful candidate you refer who completes 90 days of employment. Application Process – How to Take the Next Step Ready to join a forward‑thinking healthcare team that values your talent and dedication? Follow these simple steps: • Submit Your Resume: Upload an up‑to‑date resume highlighting relevant call‑center, healthcare, or customer‑service experience. • Complete the Online Assessment: A brief questionnaire assesses your communication style and problem‑solving approach. • Virtual Interview: Participate in a 30‑minute video interview with a hiring manager to discuss your background and motivations. • On‑Camera Training: If selected, you’ll enroll in our comprehensive 3‑ to 4‑week training program, conducted via Microsoft Teams. • Start Your Journey: Upon successful completion of training, you’ll be placed on a schedule that aligns with your availability (full‑time or part‑time). For any questions, feel free to contact Jean at the phone number listed in the job posting. Jean is available to answer queries via call or text and will guide you through the application timeline. Ready to Make a Difference? Apply Today! If you are a motivated individual with a passion for helping others, a strong work ethic, and the desire to grow within a thriving organization, we encourage you to click the link below and submit your application. Join Workwarp’s remote family and help shape the future of healthcare support—one satisfied member at a time. Apply to This Position Now Apply This Job