Experienced BPO Customer Care Voice Associate Remote & Onsite Opportunities

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About hirequestWelcome to hirequest, a global leader in business and IT services that transforms the way organizations deliver value. With a focus on digital, cloud, and automation, hirequest empowers clients across consulting, applications, infrastructure, and business process services to innovate, scale, and thrive in an everevolving marketplace. Our culture is built on collaboration, integrity, and a relentless pursuit of excellence, and we are proud to be a trusted partner to a broad spectrum of Fortune 100 companies.

At hirequest, we believe that our people are our greatest asset. We foster an inclusive environment where diverse perspectives are celebrated, and every team member is encouraged to grow, learn, and lead. Whether youre just starting your career or looking to take the next step, hirequest offers a dynamic, supportive workplace that rewards hard work, creativity, and a passion for service.

Position OverviewWe are seeking a dedicated

BPO Customer Care Voice Associateto join our NewOrleans,LA team. In this role, you will serve as the primary point of contact for healthcare providers, answering inquiries about insurance coverage, copays, deductibles, claim status, and more. You will work closely with internal stakeholdersincluding Claims Services, Provider Services, and Pharmacy Servicesto resolve issues, gather feedback, and ensure a seamless experience for our end clients.

While this position is primarily remote, you may be required to work from the hirequest office on occasion. You will operate within a flexible schedule (MondayFriday, 7:00a.m. 4:00p.m. CST) and will receive ongoing training to expand your skill set across multiple service lines.

Key Responsibilities

Handle inbound and outbound calls from healthcare providers regarding insurance coverage, copays, deductibles, claim status, claim payments, claim denials, and related inquiries.Provide accurate, timely, and courteous information by leveraging deep knowledge of hirequests endclient products, policies, and procedures.Document all interactions in the CRM system, capturing key details and customer feedback for continuous improvement.Escalate complex or unresolved issues to the appropriate internal teams (Claims Services, Provider Services, ILR/COB, Payment Processing, Provider Relations, etc.) and follow up to ensure resolution.Maintain compliance with all applicable laws and regulations, including HIPAA guidelines and internal policies.Monitor call quality, productivity, accuracy, and attendance to meet or exceed performance metrics.Participate in quality assurance reviews and provide constructive feedback to improve service delivery.Collaborate with crossfunctional teams to resolve provider inquiries, manage appeals, verify eligibility, and authorize referrals.Support multiskilled initiatives by learning new processes and tools as directed by management.Maintain a quiet, interruptionfree workspace with a reliable, highspeed internet connection (minimum 40Mbps) and a hardwired setup to meet HIPAA requirements.Essential Qualifications

Minimum of 1year of customer service experience in a medical office or hospital setting.At least 1year of experience using Windows PC applications, including keyboard navigation, screen management, and learning new software tools.1year of remote work experience, demonstrating selfdiscipline and effective communication in a virtual environment.Strong oral and written communication skills, with the ability to convey complex information clearly and professionally.Proficiency in using CRM systems and Microsoft Office Suite (Word, Excel, Outlook).Reliable, highspeed internet connection (minimum 40Mbps) and a hardwired network setup.Availability to work MondayFriday, 7:00a.m. 4:00p.m. CST, with flexibility to adjust as needed.Commitment to maintaining a quiet, interruptionfree home office environment.Preferred Qualifications

13years of experience in customer service within a medical office or hospital setting.Experience handling insurance or claims inquiries, including knowledge of copays, deductibles, and claim status.Familiarity with HIPAA regulations and best practices for data privacy and security.Previous exposure to multiskilled roles or crossfunctional teams in a BPO environment.Demonstrated ability to meet or exceed performance metrics such as call quality, accuracy, and productivity.Skills & Competencies

CustomerCentric Mindset:Passion for deli .