Customer Support Representative

About First Stop Health

First Stop Health is dedicated to providing accessible, affordable, and engaging virtual healthcare services across all 50 states, available through app, website, or phone 24/7. Recognized as one of Fast Company's Most Innovative Companies, the organization offers comprehensive healthcare coverage options including medical, dental, vision, disability, and life insurance, along with a monthly medical waiver allowance for those who waive medical coverage. Employees benefit from a remote-first culture, flexible paid time off such as Summer Fridays, a 401(k) match plan, monthly phone stipend, and free access to First Stop Health’s virtual care services from the first day of employment.

Work Schedule

The Customer Support team operates around the clock, all year round, requiring team members to work flexible schedules that support day, evening, and overnight shifts including weekends and holidays. While aiming to provide consistent 40-hour workweeks, shift changes may be necessary to ensure continuous service. Shift swaps are possible with prior management approval.

Role Overview

As a Customer Support Representative, you will be the initial contact for inquiries from members, clients, medical providers, pharmacies, and clinicians. Your role includes delivering empathetic and efficient support, resolving technical and service issues, and ensuring smooth access to virtual care offerings like urgent care, primary care, mental health counseling, and health coaching.

Key Responsibilities

• Act as the primary point of communication for diverse stakeholders, providing thorough assistance including technical support with understanding and effectiveness
• Manage assigned workflow queues such as cases, emails, faxes, and voicemails independently, ensuring prompt follow-ups and resolutions
• Prioritize and complete tasks efficiently within a dynamic, deadline-driven remote work environment
• Utilize advanced skills in Microsoft Office, Salesforce Service Cloud, and other tools to support daily activities
• Comply rigorously with state and federal regulations related to personal health information confidentiality
• Analyze and resolve service problems using helpdesk platforms, notably Salesforce Service Cloud
• Work collaboratively with internal departments to address and resolve customer issues accurately and timely
• Maintain detailed documentation of customer interactions and escalate unresolved concerns or process deficiencies for continuous improvement
• Exhibit professionalism and responsiveness across written, verbal, and digital communication channels such as Microsoft Teams and Outlook

Qualifications and Skills

• Good knowledge of medical terminology and healthcare operational basics
• Awareness of HIPAA rules related to protecting personal health information
• 3 to 5 years’ experience in customer support, technical support, or client services delivering high-quality assistance
• Preferred experience in call centers or medical office environments
• Strong and clear verbal and written communication abilities with empathy
• Highly organized with strong interpersonal skills and a team-oriented approach
• Self-motivated to work independently within remote, fast-paced deadlines
• Advanced capabilities with Microsoft Office applications
• Experience using CRM and helpdesk platforms including Salesforce and Service Cloud preferred
• Proficient in managing support tickets and navigating complex customer interactions
• Detail-oriented and analytical with strong problem-solving skills
• Some college coursework completed is beneficial
• Bilingual in Spanish is an advantage

Diversity and Inclusion

First Stop Health values diversity, equity, inclusion, and belonging and encourages candidates from all backgrounds and experiences to apply, even if all listed requirements are not met.