Customer Support Agent I

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

📋 Description

• Address patient inquiries through phone, email, and SMS.

• Resolve typical patient questions and issues related to account access, appointment scheduling, test kits, eligibility, and general service inquiries.

• Conduct outbound outreach to patients, including appointment reminders, follow-ups, and requests for additional information.

• Adhere to established standard operating procedures to deliver accurate, consistent, and efficient support.

• Record patient interactions and resolutions in customer support systems.

• Refer complex, clinical, or urgent matters to the appropriate team.

• Fulfill performance expectations regarding productivity, response times, quality, and patient satisfaction.

• Safeguard patient confidentiality and comply with privacy and security policies, including HIPAA regulations.

• Collaborate with colleagues and provide feedback to enhance the patient experience and team processes.

• Assist patients in navigating their healthcare journey as the initial point of contact.

⛳️ Requirements

• High school diploma or equivalent required.

• A genuine passion for helping others, with a compassionate, patient-first approach.

• Strong written and verbal communication capabilities.

• Exceptional attention to detail.

• Ability to accurately follow instructions, procedures, and established workflows.

• Strong organizational skills and dependability.

• Capacity to manage multiple tasks effectively.

• Basic problem-solving abilities.

• Comfort with computer usage and eagerness to learn new software and technology.

• Positive, adaptable attitude with a willingness to learn, accept feedback, and collaborate.

• Prior customer service experience is preferred.

• Familiarity with healthcare or healthcare terminology is a plus.

• Experience with customer support or ticketing software, such as Zendesk, is advantageous.

• Proficiency in Spanish is a bonus.

• Unrestricted right to work in the United States for any employer.

• No current or future requirement for company work authorization sponsorship.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability benefits.

• 401k matching program.

• Monthly stipend for phone and Wi-Fi expenses.

• Annual ergonomic equipment stipend.

• Generous vacation policy.

• Paid holidays.

• Company-wide recharge days.

• Equal paid parental leave for both birthing and non-birthing parents.

• Free cancer screening and prevention resources for employees and their adult dependents.

• Competitive salary.

• Flexible remote work opportunities.