Call Center Customer Service Representative

About Zyter

Zyter is a healthcare technology company building the industry's first agentic AI orchestration platform for payer and provider organizations. Our platform, anchored by Zyter Praxis™ (workflow and outcomes engine) and Zyter Symphony™ (AI orchestration control plane), enables health plans and health systems to move from manual, siloed operations to intelligent, governed automation across utilization management, care management, claims, and population health.

Position: Call Center Customer Service Representative
Location: US (Remote)
Experience: 0–2 Years
Role Type: Full-Time

Overview

The Customer Service Representative (CSR) supports inbound and outbound calls, assisting providers and beneficiaries with basic health insurance and prior authorization inquiries. This entry-level role is designed for individuals who are new to healthcare administration and interested in building foundational knowledge of payer operations under close supervision.

Key Responsibilities

• Answer inbound calls in a professional, empathetic, and compliant manner.
• Provide basic information related to prior authorization status, program participation and routing, and general Medicare processes.
• Accurately document calls, interactions, and outcomes in designated systems.
• Escalate clinical, complex, or policy-based questions to senior representatives or supervisors.
• Follow established call scripts, workflows, and compliance guidelines.
• Participate in required training related to CMS, Medicare, and operations.
• Meet performance expectations for call quality, accuracy, and timeliness.

Knowledge & Skill Development

Successful candidates will develop foundational knowledge in:

• Health insurance and Medicare fundamentals.
• Basic prior authorization concepts and terminology.
• Call center compliance standards, including HIPAA and CMS guidelines.
• Program structure and escalation pathways.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• 0–2 years of experience in customer service or healthcare administration.
• Strong communication skills and willingness to learn complex topics.
• Comfort using multiple systems while handling live calls.
• Ability to follow structured workflows and escalation protocols.