Customer Support Representative

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

📋 Description

• Act as the initial point of contact for members, clients, providers, pharmacies, and clinicians.

• Provide extensive customer support, including technical assistance.

• Oversee assigned work queues, which encompass internal cases, emails, faxes, voicemails, and follow-up actions.

• Prioritize and perform tasks in a dynamic, deadline-oriented remote environment.

• Utilize Microsoft Office, Salesforce Service Cloud, and other pertinent platforms.

• Manage personal health information in compliance with state and federal regulations.

• Investigate and address service-related issues using helpdesk platforms.

• Work collaboratively with internal teams to resolve customer issues.

• Thoroughly document customer interactions.

• Escalate unresolved problems, missed opportunities, and process deficiencies to leadership.

• Maintain professionalism and responsiveness across verbal, written, and digital communication channels.

• Provide coverage during day, evening, and overnight shifts, including weekends and holidays.

⛳️ Requirements

• Strong understanding of medical terminology and fundamental healthcare operations.

• Knowledge of HIPAA regulations related to the privacy and security of personal health information.

• 3–5 years of experience in customer support, technical support, or client services.

• Previous experience in a call center or medical office environment is preferred.

• Exceptional verbal and written communication abilities.

• Outstanding organizational and interpersonal skills.

• Capacity to work independently in a remote, deadline-driven atmosphere.

• Advanced skills in Microsoft Office Suite.

• Experience with CRM and helpdesk platforms, including Salesforce and Service Cloud, is preferred.

• Proficient in managing support tickets and navigating intricate customer interactions.

• Analytical and detail-oriented, possessing a problem-solving attitude.

• Completion of some college coursework is advantageous.

• Bilingual proficiency in Spanish is a plus.

🏝️ Benefits

• A variety of health and medical coverage options.

• Dental and vision insurance.

• Coverage for disability and life insurance.

• Monthly medical waiver allowance for employees who opt out of medical coverage.

• Remote-first work setting.

• Flexible paid time off policy.

• Summer Fridays.

• Employer-matched 401(k) plan.

• Monthly phone stipend.

• First Stop Health virtual care solutions—Urgent Care, Mental Health, and Primary Care—available from the first day.