About WIN

At WIN, we believe everyone deserves expert, compassionate support through every stage of family life. From preconception and fertility to pregnancy, parenting, menopause, caregiving, and beyond, we’re transforming how people access care during life’s most meaningful moments.

For nearly 30 years, we’ve partnered with employers, health plans, and providers to improve outcomes, lower healthcare costs, and support more than 900,000 families around the world.

We're investing in our products, our people, and the future of well-being—and we're looking for teammates who are excited to help shape what's next.

About this Role

WIN is seeking a Customer Service Agent to provide service to providers, pharmacies, and patients in accordance with Company standards and contract obligations.

What You’ll Do

? Prepare and process a high volume of requests for authorization of service received through fax, phone, and online portals.

? Complete required tasks within the Authorization Tracking System (ATS), including verifying eligibility and benefits and documenting information needed to process an authorization, such as requested services or prescriptions, provider notes, and medical history.

? Forward authorization requests to Care Management for review and approval, as appropriate.

? Complete follow-up activities based on case specifics, including outreach to providers to obtain missing information.

? Enter service outcome information supplied by providers into ATS.

? Prepare prescription requests and forward approved prescriptions to the pharmacy for processing.

? Perform outgoing telephone contact with providers, provider office staff, pharmacies, and patients.

? Receive a high volume of inbound calls from providers, provider office staff, pharmacies, and patients.

? Interact with external customers in a professional and effective manner using telephone scripts, information from ATS, and general experience to complete tasks and resolve issues.

? Utilize the call escalation process appropriately and as directed.

? Maintain and use a current working knowledge of Company policies, procedures, systems, contractual obligations, infertility, business and related terminology, and phone system protocol to provide superior service to clients.

? Follow HIPAA protocol when discussing or accessing protected health information.

? Record and appropriately communicate problems and suggest improvements to systems, scripts, processes, and reports.

? Perform other duties as assigned.

? This position has no supervisory responsibilities.

Qualifications and Experience

? High school diploma or equivalent.

? At least two years of customer service experience in a call center environment or two years of medical office experience required.

? Experience using Microsoft Office products, including Word and Excel.

? Medical terminology, CPT, and ICD-10 coding experience is highly desirable.

? HIPAA experience is useful.

? Prior customer service experience in the healthcare or health insurance industry is desirable.

Why You’ll Love Working at WIN

? Make a meaningful impact. Help improve the lives of individuals and families at every stage of life.

? Shape what's next. Join a growing company where your ideas can influence products, experiences, and the future of family well-being.

? Collaborate with purpose. Work alongside passionate teammates who care deeply about our mission and each other.

? Grow your career. Take on meaningful challenges, build new skills, and make a lasting impact in a fast-moving environment.

Benefits that Support Every Stage of Life

We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our employees and their families, including:

? Comprehensive family-building benefits, including preconception care, fertility treatment (including IVF and egg freezing), donor services, adoption, and surrogacy support.

? Family well-being support across every stage of life, including preconception care, pregnancy and postpartum support, parenting resources, pediatric guidance, menopause and andropause care, behavioral health, nutrition coaching, and personalized nurse advocacy

? Paid parental leave for birth, adoption, foster placement, and surrogacy, with company-paid leave based on tenure

? 401(k) with Safe Harbor company match and immediate vesting

? Paid time off, company holidays, and Employee Assistance Program (EAP)

? Flexible Spending Accounts (FSAs)

? Company-paid life insurance and short- and long-term disability coverage

? Employee discount program, pet insurance, legal services, identity theft protection, travel assistance, and supplemental health benefits

Benefits may vary based on eligibility, employment status, and tenure.

Wage Range

The wage range for this position is $21.00 to $22.00 per hour. Wages will vary based on experience level, skill set, geography and other factors when determining wage levels.

Equal Opportunity Employer

WIN is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.