Healthcare Support Representative | US – Remote

ABOUT HUGO

Hugo is a Future-of-Work company. We build and manage remote teams in West Africa for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and customer support solutions that ultimately yield more inclusive outcomes for our clients and their customers.

As a company, we’re obsessed with excellence. We ask smart questions to build a thorough understanding of our customer's needs; then pour ourselves into delivering not just great work, but also a perfect user experience so that we stand out in what is a very crowded market.

The only commitment greater than the one we have to our customers is the one we have to our people. We are dedicated to carving out a place in the digital economy for young Africans, so we work tirelessly to equip them with the skills needed to build meaningful careers.

As a culture, we’re Silicon Valley meets ECOWAS. We’re youthful, sharp, dynamic, and fresh. We’re Lagos and Dakar, in English et en Français, and we’re on a mission to win for our communities and our clients!

About the Role

Schedule: Monday–Sunday, 8-hour shifts (specific hours confirmed at offer stage)

Healthcare Support Representatives are the primary point of contact for patients, members, or customers — helping them navigate health programs, understand their benefits, follow up on service requests, and connect with the right team when needed. The work is phone-first, fast-paced, and requires a high degree of empathy and professionalism.

This is not a clinical role. Representatives do not provide medical advice — they help individuals take action, find answers, and feel supported throughout their healthcare journey.

Key Responsibilities

• Onboarding and enrollment support — guiding individuals through registration, account setup, and program onboarding; typically the highest-volume interaction type

• Service and status inquiries — responding to questions about the status of requests, referrals, orders, or pending actions and explaining next steps clearly

• Benefits and coverage questions — explaining what is included under a member's plan, addressing billing questions, and supporting plan or account changes

• Care navigation and escalation — directing individuals to the appropriate clinical or specialist team when a question falls outside the representative's scope

• Follow-up and outreach — returning missed calls and voicemails within SLA; a consistent part of daily workflow

• Ticket and case management — logging, tracking, and resolving interactions across phone and digital channels using a CRM or case management platform

• Multi-system navigation — working across multiple platforms simultaneously, including CRM, communication, and knowledge management tools

• Quality and productivity targets — meeting defined KPIs for answer rate, handle time, wrap-up, and quality scores

• Training participation — completing all required training phases, including self-paced learning, shadowing, nesting, and ongoing quality calibration

What We're Looking For

• Prior customer service or call center experience (BPO), preferably in a healthcare, insurance, or benefits-related environment

• Strong phone communication skills — clear, calm, and empathetic under pressure

• Comfort navigating multiple systems and tools simultaneously

• High attention to detail with the ability to follow structured workflows

• Reliable, punctual, and able to thrive in a fast-paced, high-volume environment.

WHAT WE PROVIDE

Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career. Our compensation and benefits are highly competitive.

PRIVACY STATEMENT

Any information you submit to Hugo as part of your application will be processed in accordance with Hugo’s Privacy Policy.

EQUAL OPPORTUNITY STATEMENT

Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identity, sexual orientation, neurodiversity, disability, or any other legally protected status.