Customer Care Representative

Job Title: Client Support Representative (AI Patient Access Specialist) Job Description The Client Support Representative serves as an AI Patient Access Specialist in a next-generation contact center role within the healthcare field. In this position, you monitor AI-led conversations between healthcare representatives and insurance agents, guide the AI by selecting accurate prompts and next steps, and seamlessly take over calls when human interaction is required. You play a critical role in insurance verification and prior authorization follow-up while maintaining thorough documentation and ensuring all information is accurately captured in internal systems. Responsibilities Monitor AI-led agent-to-agent conversations between healthcare representatives and insurance agents to ensure accuracy and continuity. Drive AI interactions by selecting appropriate prompts, questions, and next steps to help the AI navigate complex healthcare reimbursement scenarios. Take over calls when the AI cannot proceed, when agents prefer to speak with a human, or when carrier or contract requirements mandate human interaction. Review notes from existing conversations and quickly pick up where another specialist or the AI left off, maintaining a seamless experience for all parties. Ensure continuity and accuracy throughout each interaction by confirming details and clarifying information as needed. Verify insurance eligibility, benefits, and coverage details for patients and healthcare providers. Gather and document prior authorization information and conduct follow-up activities with insurance agents to complete outstanding tasks. Capture complete and accurate insurance verification and authorization information before concluding each call. Maintain detailed notes during and after conversations, documenting all relevant insurance verification and prior authorization details. Update internal systems with comprehensive and accurate information from each interaction. Review documentation for completeness and accuracy before closing workflows or interactions. Manage both outbound and inbound call workflows while maintaining high levels of quality, accuracy, and professionalism. Handle a typical call volume of approximately 10–20 calls per day, including shorter calls of about 5 minutes and more complex insurance verification calls that may last 30–45 minutes. Work on one AI-supported conversation at a time to ensure focused attention and precise documentation. Follow established processes and workflows while contributing to process improvement by identifying opportunities to enhance efficiency and accuracy. Collaborate effectively with AI-driven technology as the human-in-the-loop, helping teach the system how to navigate the complexities of healthcare reimbursement. Provide a high level of customer service and professionalism in all interactions with insurance agents and healthcare representatives. Quickly absorb information from previous notes and continue conversations seamlessly without missing critical details. Essential Skills High School Diploma or GED. Basic computer proficiency and ability to learn new systems and technology. Proven data entry and documentation skills with strong accuracy and attention to detail. Experience navigating multiple systems and screens simultaneously. Customer service experience of at least 6 months. Strong attention to detail when reviewing and entering information. High level of customer service and professionalism in phone-based interactions. Solution-oriented mindset with the ability to resolve issues and move conversations forward. Ability to work independently while following established workflows and processes. Ability to follow directions and adhere to standardized procedures. Strong listening, comprehension, and verbal communication skills. Ability to quickly absorb information from previous notes and continue a conversation seamlessly. Coachable attitude and adaptability to new technology, AI tools, and evolving workflows. Comfort working in healthcare-related environments, including insurance verification and prior authorization support. Proficiency with Microsoft Office and basic administrative support tools. Ability to manage both inbound and outbound call workflows while maintaining quality and accuracy. Additional Skills & Qualifications Backgrounds such as Healthcare Receptionist, Medical Office Assistant, Healthcare Call Center Representative, Patient Access Representative, Pharmacy Technician or Support, Medical Administrative Assistant, Healthcare Internship, or recent college graduate experience are beneficial. Experience in call centers, customer support, customer service call centers, or customer care roles. Experience in client services or client support, including front desk or administrative support positions. Experience with call monitoring and call support in a contact center environment. Prior experience with insurance verifications and prior authorization support in healthcare or pharmacy settings. Experience in documentation and data entry management, including maintaining accurate records. Familiarity with healthcare processes, insurance verification, and reimbursement workflows. Interest in working with AI-driven technology and contributing to process improvement in a healthcare coordination environment. Ability to adapt quickly to new tools, processes, and workflows in a dynamic remote setting. Work Environment This role operates in a remote work environment within the United States. Candidates must reside in one of the following states: Florida, North Carolina, Texas, Utah, South Carolina, Wisconsin, Georgia, Indiana, or Delaware. You will work in a virtual contact center setting focused on healthcare coordination, insurance verification, and prior authorization support. The environment is technology-driven, leveraging AI-led conversations and internal systems, including Microsoft Office and other digital tools, to manage inbound and outbound workflows. The culture emphasizes creating time for healthcare by improving access, adherence, and affordability, closing the gap between diagnosis and care through efficient coordination. You will collaborate closely with AI systems as the human-in-the-loop, contributing to a mission-driven effort to support patients, families, and healthcare providers while working independently in a professional remote setting. Job Type & Location This is a Contract to Hire position based out of San Francisco, CA. Pay and Benefits The pay range for this position is $20.00 - $20.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Aug 25, 2026. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.