Customer Support Agent

About the Opportunity

Our organization is committed to delivering compassionate customer experience and patient-focused assistance by leveraging technology to coordinate care and provide real-time support. Serving vulnerable individuals and families across the United States, our remote team offers personalized, proactive help that simplifies complex health-related needs through empathetic service.

Role Responsibilities

• Deliver empathetic, courteous, and effective support to customers through phone, email, and live chat channels, promptly resolving their issues with accuracy.
• Guide customers by clarifying benefit plans, directing them to appropriate care resources, and connecting them to relevant services or specialists.
• Accurately log all customer interactions in CRM software to ensure continuity of care and compliance with privacy laws such as HIPAA and PHI.
• Work collaboratively with care coordination, billing, and clinical teams to achieve timely and efficient resolution of customer inquiries, while enhancing service processes.
• Detect recurring service problems and escalate systemic challenges to product and operations teams to drive process improvements.
• Engage in required training and earn certifications related to patient advocacy, crisis management, and digital health tools to uphold service quality and regulatory compliance.

Qualifications & Skills

• Proficiency with CRM platforms including Salesforce, Zendesk, or Freshdesk.
• Strong understanding of HIPAA regulations and proficient handling of Protected Health Information.
• Experience using customer service software like LiveChat or Intercom.
• Knowledge of call center operations and ticket management systems.
• Competence in crisis de-escalation techniques.
• Experience or background in patient advocacy or health-related support roles.
• Skilled in Microsoft Office applications such as Word, Excel, and Outlook.
• Comfortable with remote communication tools like Slack, Zoom, and Microsoft Teams.
• Preferred qualifications: experience with telehealth platforms (e.g., Teladoc, Amwell), certifications in customer service (such as CCE or ICMI), and familiarity with Medicare/Medicaid eligibility systems.

Benefits & Company Culture

• Fully remote work environment with flexible hours suited for maintaining work-life balance, especially for caregivers.
• Competitive compensation package including base salary, performance incentives, and comprehensive health, dental, and wellness benefits.
• Clear pathway for career advancement with ongoing professional development in health technology, advocacy, and service design.