Castlight Health is looking for a motivated individual to join their Customer Support team as a Care Guide - Support Specialist. This role focuses on providing primary support for a regional health plan and assisting with various customer inquiries related to healthcare navigation and digital products.
Responsibilities
- Respond to inquiries via email, phone, live chat, asynchronous messaging, etc
- Provide the primary support for a regional health plan
- Provide support for account access, benefits, programs, incentives, find care, health screening, company sweepstakes, and appointment scheduling, and more
- Take ownership of resolving customer service and healthcare navigation issues
- Takes ownership of quality, efficiency, casing, productivity, and other standards of world class service
- Keep customer information confidential and in compliance with HIPAA regulations
- Manages case backlog attentively and documents each interaction in Salesforce
- Exercises problem resolution skills when handling customer concerns using various internal tools
- Makes out outbound calls, including appointment scheduling with providers, and other related duties as assigned
- Willingness to work occasional overtime
Skills
- 1 - 2 years of experience in customer support with an emphasis in healthcare, wellness, and medical billing and claims
- Experience supporting a health plan
- Strong organizational skills, and the ability to solve problems
- Strong communication skills, both verbal and written
- Tech savvy- ability to use and navigate members with our mobile technology
- Able to maintain 100% attendance throughout training and excellent attendance beyond training
- Positive, friendly, and professional demeanor with customers
- Adept at juggling multiple tasks and customer support requests at the same time
- Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone
- High school diploma required or equivalent
- Medical office experience
- Familiarity with Salesforce Service Cloud and Google Suite
- Spanish speaking and writing
Benefits
- Medical, dental & vision insurance starts 1st day
- Paid time off & paid holidays
- Employer contributions for HSA accounts
- Tuition assistance
- Matching 401(K)
Company Overview
Castlight Health provides a healthcare navigation platform with resources for benefits, and vendors. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is http://www.castlighthealth.com.Company H1B Sponsorship
Castlight Health has a track record of offering H1B sponsorships, with 3 in 2026, 16 in 2025, 22 in 2024, 21 in 2023, 30 in 2022, 15 in 2021, 53 in 2020. Please note that this does not guarantee sponsorship for this specific role.