Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Support
Date Posted
January 24, 2026
Full Job Description
đź“‹ Description
- • Evry Health is at the forefront of revolutionizing the health insurance landscape, driven by a mission to infuse humanity into this essential service. We are experiencing significant growth and are actively seeking dedicated and empathetic Call Center Representatives to join our dynamic remote operations team. As a Commercial Health Call Center Representative, you will be instrumental in delivering an exceptional customer service experience to our Evry members and providers, playing a pivotal role in our commitment to expanding benefits, increasing access and transparency, and fostering a personalized, human approach to healthcare.
- • In this crucial role, you will serve as the primary point of contact for our members and providers, addressing a wide range of inquiries related to commercial health plan benefits, eligibility, and claims. Your responsibilities will encompass handling inbound and outbound calls, as well as responding to email inquiries with accuracy, thoroughness, and a high degree of professionalism. This position offers the unique opportunity to contribute to the development and refinement of our operational processes, including the creation of call scripts, the establishment of key performance metrics, and the documentation of desktop procedures, directly impacting our service delivery and efficiency.
- • You will be expected to employ active listening skills, demonstrating unwavering patience and empathy, particularly when handling challenging calls. Your ability to manage difficult conversations tactfully, courteously, and professionally will be paramount. A key aspect of this role involves effectively managing escalations within the department, ensuring appropriate accountability, a sense of urgency, clear communication, and diligent follow-through to achieve satisfactory closure for all parties involved.
- • To excel in this position, you will leverage your comprehensive understanding of company policies and procedures, coupled with detailed knowledge of benefits, claims, and eligibility information, to provide accurate and reliable responses to all inquiries. You will also be responsible for addressing member complaints and complaint appeals, working collaboratively with internal departments, external vendors, business partners, and providers to coordinate problem-solving efforts in an effective and timely manner.
- • A foundational understanding of company billing guidelines will be essential, enabling you to effectively interpret inquiries related to claims and claim payments. Meticulous documentation of all interactions is a critical requirement, ensuring that all calls are accurately recorded for future reference and analysis. Furthermore, you will be encouraged to identify trends and patterns in call types and proactively engage with leadership to suggest potential solutions and process improvements.
- • Meeting and maintaining established department production and quality standards, both on an individual and team basis, is a core expectation of this role. You will also play a vital role in assisting members with navigating our member portal, actively encouraging them to become self-sufficient with our digital tools, thereby enhancing their overall experience and reducing reliance on direct support for routine tasks.
- • Personal responsibility and accountability are key attributes for success in this remote position. This includes consistently meeting attendance and schedule adherence expectations, and actively excelling in a virtual work environment. Your engagement will be expected through active participation in team huddles, one-on-one meetings with your supervisor, utilizing instant messaging for quick communication, and participating in regular check-ins. This role reports directly to the Director of Operations and indirectly to the Vice President of Operations, requiring comfort and proficiency in partnering with senior leadership on a daily basis.
- • Evry Health is a proud division of Globe Life (NYSE: GL), a company with a strong financial foundation and a commitment to its policyholders. With over 16.8 million policies in force and a robust network of employees and agents, Globe Life has consistently earned an A (Excellent) rating or higher from A.M. Best Company for over 45 consecutive years. By joining Evry Health, you become part of an organization dedicated to bringing humanity to health insurance, making a tangible difference in the lives of our members.
🎯 Requirements
- • Minimum of 2 years of customer service experience specifically supporting a commercial health plan (excluding Medicare, Medicaid, or Pharmacy benefits).
- • Proven experience collaborating with and supporting business and operational units such as Claims, Medical Management, and Appeals & Grievances.
- • Strong understanding of medical and insurance industry terminology, including CPT, ICD-10, HCPCS, and Revenue Codes.
- • Excellent verbal and written communication skills, with the ability to articulate and communicate complex topics clearly to a diverse audience.
- • Proficiency in Microsoft Office applications (Word, Excel, Outlook, OneNote) and prior experience using a CRM system, preferably Salesforce.
- • Must reside in the United States within either the Central Standard Time (CST) or Eastern Standard Time (EST) time zones.
🏖️ Benefits
- • Competitive salary commensurate with experience and qualifications.
- • Comprehensive health, dental, and vision insurance plans.
- • Life and disability insurance coverage.
- • Retirement savings plan with a generous company match.
- • Generous paid time off (PTO) package, including vacation days.
- • Opportunities for professional development and career advancement within a growing organization.
- • Flexible and fully remote work environment, allowing for work-life balance.
Skills & Technologies
Remote
About Evry Health, Inc.
Evry Health is a healthcare company focused on providing accessible and affordable primary care services. They aim to simplify the healthcare experience through a membership-based model that offers transparent pricing and comprehensive care. Their services include in-person visits, telehealth, and proactive health management, designed to address the needs of individuals and families. Evry Health emphasizes building strong patient-provider relationships and leveraging technology to enhance care delivery. The company's mission is to make quality healthcare more convenient and cost-effective, empowering individuals to take control of their well-being. They serve a diverse patient population, striving to improve health outcomes and reduce healthcare burdens.
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