Mosaic Health is seeking a Care Guide Support Specialist to deliver expert technical and customer service support to medical and non-medical customers. This role is ideal for someone who thrives on problem-solving, can communicate complex information clearly, and is committed to creating a best-in-class experience for patients and members.
About Mosaic Health
Mosaic Health is a national care delivery platform serving nearly one million consumers across 19 states. We provide value-based primary care, integrated care teams, expanded digital access, and specialized services for higher-need populations. Our mission is to expand access to high-quality, affordable care while improving patient outcomes and experiences.
Schedule
- Full-time, remote within the United States
- Must be available to start September 8, 2025
- 6–8 weeks of fully paid training (100% attendance required)
Compensation
- $20/hr – $25/hr
- Bonus eligible
Key Responsibilities
Technical & Customer Support
- Respond to inquiries via phone, email, or chat, providing clear and timely solutions
- Troubleshoot connectivity and technical issues, explaining solutions in plain language
Medical Service Coordination
- Assist patients/members with scheduling, insurance verification, benefits, and care-related questions
- Process medical orders, verify patient information, and maintain accurate documentation
- Collaborate with care center staff to ensure a seamless patient experience
Issue Resolution & Troubleshooting
- Diagnose and resolve customer service issues, escalating complex problems when needed
- Follow up to confirm resolution and customer satisfaction
Documentation & Compliance
- Maintain accurate records in the company’s CRM/ticketing system
- Adhere to HIPAA regulations for all sensitive medical information
Collaboration & Quality Improvement
- Partner with internal teams to improve processes and customer experience
- Participate in quality calibrations and training sessions
Requirements
- Strong problem-solving and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with computers, headset/phone communication, and CRM tools
- Ability to work on camera for meetings, training, and coaching sessions
- Stable internet connection meeting company standards
- Dedicated, interruption-free workspace
- Must not provide dependent care during work hours
Physical & Work Environment
- Sit for extended periods (4–8 hours) with regular breaks
- Ability to lift office supplies or equipment (10–20 lbs) occasionally
- Maintain focus and engagement for prolonged periods
Happy Hunting,
~Two Chicks…