Firstsource Solutions is seeking a Customer Service Representative to support Healthcare Members and Providers through high-volume inbound call handling. This full-time position requires strong communication skills, multitasking ability, and a customer-focused mindset to ensure a positive member experience.

This role may be performed remotely or onsite, depending on business needs.

Key Responsibilities

• Handle a high volume of inbound calls from Healthcare Members and Providers
• Respond accurately to member and provider inquiries while entering information into computer systems simultaneously
• Maintain web camera visibility during work interactions as required
• Ensure a positive and professional customer experience
• Resolve inquiries efficiently while adhering to established procedures
• Meet productivity, quality, and performance standards
• Perform additional duties as assigned

Expected / Key Results

• Accuracy and completeness of inquiry handling
• Productivity and call volume management
• First-call resolution
• Overall customer satisfaction
• Average call handle time

Qualifications

Education

• High School Diploma or equivalent (required)

Experience

• Call center experience (preferred)
• Healthcare or health insurance experience (preferred)
• Minimum of 2 years of customer service experience (preferred)

Skills & Competencies

• Excellent verbal and written communication skills
• Strong problem-solving abilities
• Strong reading comprehension and writing skills
• Ability to follow established procedures and guidelines
• Basic personal computer knowledge
• Ability to apply job knowledge to a wide range of tasks
• Strong attention to detail
• Minimum typing speed of 30–35 words per minute (preferred)

Remote Work & Technical Requirements

• Reliable high-speed internet connection
  • Minimum speed: 50 Mbps download / 20–25 Mbps upload
  • Router with Ethernet jack required for PC connectivity
• Private, quiet workstation suitable for handling confidential information
• Ability to use web camera during work hours

Work Environment

• This position may be performed onsite or remotely from home
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions

Physical Demands

• Regular talking and hearing
• Prolonged sitting
• Frequent use of hands and fingers for typing
• Close vision for computer and electronic device use
• Occasional standing, walking, stair climbing, and lifting up to 25 pounds

Equal Employment Opportunity

Firstsource is an Equal Employment Opportunity employer. Employment decisions are based on valid job requirements without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

Firstsource is also an Affirmative Action employer and encourages applications from minority groups, females, protected veterans, and individuals with disabilities.

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services, helping organizations reimagine business processes and deliver improved efficiency, insights, and outcomes. With operations across the US, UK, Philippines, India, and Mexico, Firstsource partners with over 100 Fortune 500 and FTSE 100 companies across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance sectors.