Customer Service Agent

Humach is a customer experience outsourcer that combines contact center expertise with AI technologies. They are seeking remote Customer Service Agents to provide phone-based support for a healthcare client, assisting providers and delivering a professional customer experience while also coaching AI agents.

Responsibilities:

• Serve as the primary point of contact for providers, delivering accurate and timely assistance to inquiries such as claims status, benefit eligibility, prior authorization, etc
• Utilize client-required systems and tools efficiently while adhering to established processes and compliance standards
• Handle a wide range of provider interactions while maintaining brand voice and building trust
• Demonstrate professionalism and empathy in every interaction, ensuring a positive customer experience aligned with client expectations
• Meet or exceed key performance indicators (KPIs), including response time, resolution accuracy, and customer satisfaction scores
• Participate in continuous improvement efforts and team initiatives
• Engage in ongoing training and upskilling to maintain and enhance performance
• Accurately document all interactions and outcomes in client systems to support reporting, analytics, and compliance obligations
• Monitor and validate AI outputs to ensure accuracy, compliance, and alignment with customer standards
• Review, correct, and approve AI-generated responses across workflows and simulations
• Provide detailed feedback on AI performance, documenting errors, hallucinations, and improvement opportunities
• Collaborate with managers, supervisors and engineering teams to refine prompts, improve model behavior, and support continuous tuning of AI systems
• Maintain strong knowledge of customer knowledge bases, SOPs, and compliance requirements to ensure AI responses adhere to regulatory and brand guidelines

Requirements:

• Fluent English proficiency with natural, conversational communication skills
• Strong customer service orientation with a professional, consistently polite demeanor
• High emotional intelligence with the ability to handle sensitive situations with empathy
• Excellent verbal and written communication skills, including grammar, clarity, and tone
• Familiarity with medical terminology, health plan documents or benefit plan design helpful
• Advanced typing skills (minimum 40 WPM preferred)
• Strong attention to detail and accuracy in all work
• Analytical thinking and problem-solving skills, including handling complex scenarios
• Ability to work independently with minimal supervision
• Strong time management and organizational skills
• Demonstrated reliability, accountability, and ability to meet performance standards
• High school diploma or GED
• Minimum of 2 years of experience in a contact center or customer service environment
• Experience utilizing multiple systems/platforms while on a call
• Quality assurance or coaching experience
• Insurance industry or claims processing experience