Resolv Global

Customer Support

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback to the team
• Collaborate with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements
• Support a US-based healthcare customer experience program

Team Lead – Healthcare Customer Service

• Deliver engaging and structured training to new customer experience representatives
• Facilitate virtual training sessions
• Explain processes, procedures, systems, and customer service expectations
• Use different teaching approaches for different learning styles
• Monitor learner understanding and identify knowledge gaps
• Conduct knowledge checks, exercises, role plays, and practical activities
• Provide constructive feedback and coaching
• Support learners requiring additional guidance
• Prepare new hires for transition from training into production
• Collaborate with Team Leads and leadership to support learner readiness
• Maintain accurate training records and communicate learner progress
• Adapt training when processes, systems, or requirements change
• Create a positive, professional, and accountable learning environment

Training Specialist – Healthcare Customer Service

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback clearly to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt quickly to changing processes, systems, and business requirements

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements
• Complete the English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check

• Answer inbound calls from health plan members and representatives
• Listen carefully to understand customer needs and respond professionally
• Provide accurate information and assistance regarding available transportation services
• Handle customer questions and concerns with patience, empathy, and professionalism
• Enter and maintain accurate customer information and data
• Meet established performance and quality expectations
• Follow HIPAA and compliance requirements when handling protected health information (PHI)
• Escalate transportation or customer service concerns to the appropriate leadership team
• Participate fully in required training and coaching
• Complete required compliance and training courses
• Maintain professional conduct and appearance during training and ongoing coaching
• Participate on camera during required training and meeting sessions

Healthcare Customer Service Representative

• Deliver engaging and structured training to new customer experience representatives
• Facilitate virtual training sessions
• Explain processes, procedures, systems, and customer service expectations
• Use different teaching approaches for different learning styles
• Monitor learner understanding and identify knowledge gaps
• Conduct knowledge checks, exercises, role plays, and practical activities
• Provide constructive feedback and coaching
• Support learners requiring additional guidance
• Prepare new hires for the transition from training into production
• Collaborate with Team Leads and leadership to support learner readiness
• Maintain accurate training records and communicate learner progress
• Adapt training delivery when processes, systems, or requirements change
• Create a positive, professional, and accountable learning environment

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback clearly to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt quickly to changing processes, systems, and business requirements
• Complete all hiring process stages, including resume review, pre-screen questionnaire, one-way video interview, live interview, and background check

• Answer inbound calls from health plan members and representatives
• Listen carefully to understand customer needs and respond professionally
• Provide accurate information and assistance regarding available transportation services
• Handle customer questions and concerns with patience, empathy, and professionalism
• Enter and maintain accurate customer information and data
• Meet established performance and quality expectations
• Follow HIPAA and compliance requirements when handling protected health information (PHI)
• Escalate transportation or customer service concerns to the appropriate leadership team
• Participate fully in required training and coaching
• Complete all required compliance and training courses
• Maintain professional conduct and appearance during training and ongoing coaching
• Participate on camera during required training and meeting sessions

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback to the team
• Collaborate with trainers and leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements
• Support a growing healthcare customer experience operation serving a US-based program

• Deliver engaging and structured training to new customer experience representatives
• Facilitate virtual training sessions
• Explain processes, procedures, systems, and customer service expectations
• Use different teaching approaches for different learning styles
• Monitor learner understanding and identify knowledge gaps
• Conduct knowledge checks, exercises, role plays, and practical activities
• Provide constructive feedback and coaching
• Support learners requiring additional guidance
• Prepare new hires for transition from training into production
• Work closely with Team Leads and leadership to support learner readiness
• Maintain accurate training records and communicate learner progress
• Adapt training delivery when processes, systems, or requirements change
• Create a positive, professional, and accountable learning environment

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements
• Support a US-based healthcare customer experience program

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements

• Provide prompt, courteous support to health plan members and representatives
• Answer inbound calls
• Listen to customer needs and respond professionally
• Provide accurate information and assistance regarding transportation services
• Handle customer questions and concerns with patience, empathy, and professionalism
• Enter and maintain accurate customer information and data
• Meet established performance and quality expectations
• Follow HIPAA and compliance requirements when handling protected health information
• Escalate transportation or customer service concerns to the appropriate leadership team
• Participate in required training and coaching
• Complete required compliance and training courses
• Maintain professional conduct and appearance during training and coaching
• Participate on camera during required training and meeting sessions

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback to the team
• Collaborate with trainers and leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements
• Support a US-based healthcare customer experience operation

• Answer inbound calls from health plan members and representatives
• Listen carefully to understand customer needs and respond professionally
• Provide accurate information and assistance regarding available transportation services
• Handle customer questions and concerns with patience, empathy, and professionalism
• Enter and maintain accurate customer information and data
• Meet established performance and quality expectations
• Follow all HIPAA and compliance requirements when handling protected health information (PHI)
• Escalate transportation or customer service concerns to the appropriate leadership team
• Participate fully in required training and coaching
• Complete all required compliance and training courses
• Maintain professional conduct and appearance during training and ongoing coaching
• Participate on camera during required training and meeting sessions