Customer Service Associate

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Respond to incoming calls and chats from patients

• Support with registrations, consultations, prescription and pharmacy inquiries, billing, collections, technical assistance, and navigation

• Manage around 40–50 calls/chats each day

• Handle consecutive calls or simultaneous chats while utilizing multiple applications and screens

• Actively listen and deliver customer-focused solutions for patients

• Record patient profile details and update pertinent medical histories

• Address complaints through independent problem-solving, resource utilization, and one-call resolution

• Achieve or surpass call center metrics while providing precise, courteous, and professional information

• Operate in a dynamic, customer-centric, metrics-driven virtual health setting

• Ensure adherence to applicable laws, policies, and HIPAA regulations

• Cultivate patient relationships and enhance satisfaction, effectiveness, proficiency, and quality

• Collaborate with cross-functional teams to address issues and enhance patient experiences

• Perform additional tasks as assigned

⛳️ Requirements

• High School diploma or equivalent

• Minimum of 1 year of customer service experience; call center experience preferred

• Dedicated workspace free from distractions

• Intermediate proficiency in Microsoft Office Suite

• Strong organizational, written, and verbal communication abilities

• Empathetic and understanding approach to accommodating patients’ diverse needs

• Capacity to foster teamwork and collaboration with cross-functional departments

• Effective problem-solving skills and the ability to think creatively

• Proficient in reading, writing, and communicating in English

• Detail-oriented with a typing speed of at least 25 words per minute

• Self-motivated and capable of working independently with minimal supervision

• Reliable cable broadband or fiber optic internet connection with a minimum of 10 Mbps download and 5 Mbps upload speeds

• Availability to attend 100% of the six-week training and the first 90 days of employment

• Must be able to work from home in Tennessee

🏝️ Benefits

• Opportunity to work remotely from home

• Six weeks of mandatory training

• Equal employment opportunity protections

• Reasonable accommodation support for the online application process

• Tobacco-free workplace policy

• Consideration for qualified candidates with criminal histories in accordance with applicable laws