{"id":2459315,"url":"https://alion.io/job/guideway-care-full-time-customer-service-representative-2","title":"Full Time | Customer Service Representative","company":{"id":3856664,"name":"Guideway Care","domain":"guidewaycare.com","url":"https://alion.io/company/guideway-care","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2025-06-13T00:00:00Z","employer_posted_date":"2025-06-13","last_verified_at":"2026-10-21T01:34:09Z","board_verified":true,"closed_at":null,"days_open":495,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":494},"description":"About Guideway Care*\nGuideway Care is The Patient Activation Company™. We don't just \"engage\" patients; we activatethem. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their \"next right action.\"™\nJob Summary:\nWe are seeking motivated individuals who are eager to join the healthcare industry. As a member of our Contact Center Team, you will have the opportunity to deliver one-on-one customer service support to patients all over the United States. The key tasks include telephone interactions with patients, documentation of patient interactions, and the ability to work well with the patients and providers to optimize patient care.\nEssential Functions:\nAnswer telephone promptly and in a polite and professional manner\nObtain and enter accurate demographic information into electronic medical record\nAnswer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization\nSeeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels\nMeets and exceeds call volume standards\nAdheres to all HIPAA policies\nAdheres to all Sequence Health policies\nDirect calls to other departments as needed\nUse sound judgment in handling calls, especially with upset patients\nUnderstanding of when to escalate calls to physicians/practice manager/triage nurse\nMake reminder calls as requested\nMake calls to reschedule appointments when necessary\nProvide assistance with call backs and other projects as call volume permits\nManage multiple clients in a fast-paced enviroment\nHandle high volume of phone calls, with a minimum of 6 hours per shift\nAny other duties necessary to drive our values, fulfill our mission, and abide by our company policies\nThis role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position.\nRequired Skills/Abilities:\n1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment\n1+ years experience working in a call center preferred\n1+ years experience working in a medical or healthcare environment preferred\nPrevious medical scheduling experience preferred\nProficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet\nAbility to handle confidential and sensitive information\nAbility to handle a \"call center\" environment: work quickly and multi-task\nAbility to multi-task using several systems and multiple monitors at the same time\nProficient with technology, software applications, and phone systems\nExceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results\nImmigration or work visa sponsorship will not be provided \nSupervisory Responsibilities: None\nTravel Requirements: 0%\nWork Authorization: \nGuideway Care does not offer Immigration or work visa sponsorship\nTotal Rewards:\nThe salary for this role is $14 per hour and being offered remotely\nIn addition, team members enjoy …\nStructured career growth opportunities with potential pay increases of approximately 3% at key employment milestones based on performance, quality, attendance, and business needs. Eligible increases are generally reviewed quarterly.\nBenefits package including:\nMedical Insurance\nVision Insurance\nDental Insurance \nFlexible Spending Account (FSA), \nCompany paid short- and long-term disability, \nEmployee Assistance Program, \nLife Insurance, \nAccident insurance, \nand other voluntary benefit programs for employees and their eligible dependents.\n401(k) retirement plan with a company match\nEssential Duties and Responsibilities\nAble to work remotely at home in a private HIPAA compliant workspace\nAble to house company equipment needed to perform job\nBroadband Internet AccessInternet download speed must be at least 24 mbps and upload speed at least 4 mbps\n\nImmigration or work visa sponsorship will not be provided \nPhysical Demands:Ability to hear in normal range and wear a headset / earpiece\nGood visual acuity to read computer screens, scripts, forms etc.\nMay sit 100% of the time when taking calls\n\nAccess to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.\nWe applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.\nGuideway Care requires all candidates to successfully complete a background check, drug screening, and identity verification process, including third-party checks and real-time confirmation, prior to employment to ensure a secure and consistent candidate experience.\n* Guideway Care is the parent company of Sequence Health. 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