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About the Role

The Client Support Representative monitors AI-led conversations between healthcare representatives and insurance agents, guides the AI with accurate prompts and next steps, and seamlessly takes over when human interaction is required. This role sits at the intersection of healthcare administration, customer service, and machine learning, helping to verify insurance coverage, manage prior authorizations, and ensure that all information is captured and documented with precision.

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, guiding responses, and determining next steps during each conversation.
Take over calls when the AI cannot proceed, when an agent prefers 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.
Serve as the human-in-the-loop, teaching the AI system how to navigate the complexities of healthcare reimbursement and insurance processes.
Verify insurance eligibility, benefits, and coverage details with a high level of accuracy and professionalism.
Gather and document prior authorization information and conduct related follow-up with insurance agents and other stakeholders.
Conduct insurance verification and follow-up activities to capture complete and accurate information before concluding calls.
Maintain detailed notes during and after each conversation, ensuring all relevant information is captured and clearly documented.
Accurately document insurance verification and prior authorization details in internal systems and tools.
Review all information for completeness and accuracy before closing interactions or moving on to the next task.
Manage both outbound and inbound call workflows while maintaining quality, accuracy, and adherence to established processes.
Navigate multiple systems and screens efficiently during calls to access, update, and verify information.
Follow established workflows, directions, and processes to ensure consistent handling of insurance verification and prior authorization tasks.
Collaborate with AI-driven technology and adapt to evolving tools, prompts, and workflows as the system improves.
Provide a high level of customer service and professionalism in all interactions with insurance agents and healthcare representatives.
Apply strong listening, comprehension, and communication skills to understand context from previous notes and continue conversations seamlessly.
Support process improvement efforts by consistently applying best practices and identifying opportunities to enhance accuracy and efficiency.

Requirements

High School Diploma or GED.
Basic computer proficiency and the ability to learn new systems and technology quickly.
Proven data entry and documentation skills with strong attention to detail.
Experience navigating multiple systems and screens while handling calls and documentation.
Customer service experience of at least 6 months in a call center, client support, or similar environment.
Strong listening, comprehension, and verbal communication skills.
Ability to provide a high level of customer service and professionalism in all interactions.
Ability to work independently while following directions and established processes.
Solution-oriented mindset focused on resolving issues and moving conversations forward.
Ability to quickly absorb information from previous notes and continue a conversation without missing critical details.
Coachable and adaptable approach to new technology, AI tools, and evolving workflows.
Demonstrated ability to manage both inbound and outbound calls while maintaining quality and accuracy.
Comfort working with AI-led conversations and acting as the human-in-the-loop in a technology-enabled environment.

Skills

Healthcare administrative experience
Customer service experience
AI-led conversation monitoring
Insurance verification
Prior authorization support
Data entry
Documentation management
Call monitoring
Call support
Microsoft Office proficiency
Process improvement
Adaptability to new technology

Location

Remote
Florida
North Carolina
Texas
Utah
South Carolina
Wisconsin
Georgia
Indiana
Delaware

Work Type

Contract
Remote

Experience Level

6 months customer service experience

Education Level

High School Diploma or GED

Salary/Compensations

$20.00 - $20.00/hr

Benefits

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)

About the Company

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe.
Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies.
We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence.
With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500.
We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

Equal Opportunity

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 astoncarteraccommodation@astoncarter.com for other accommodation options.
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.
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.
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.