Key skills
SalesforceCRMLeadership
About this role
Role Overview
- Lead the customer support team in delivering exceptional service within a virtual healthcare environment
- Ensure high-quality, timely support for patients, members, employer clients, and partners while maintaining compliance with healthcare regulations (e.g., HIPAA)
- Drive operational excellence, team performance, and continuous improvement to support a seamless virtual care experience
- Hire, train, and coach customer support representatives in a healthcare-focused environment
- Oversee daily support operations across phone, chat, email, and digital platforms
- Manage escalations related to care access, referrals, billing questions, and service concerns
Requirements
- Bachelor’s degree preferred or equivalent experience
- 5–7+ years of customer support experience, including leadership
- Experience in healthcare required, telehealth or digital health highly preferred
- Strong understanding of HIPAA and healthcare compliance requirements
- Experience with CRM and support platforms (e.g., Zendesk, Salesforce, care management systems)
- Strong analytical and problem-solving skills
Benefits
- Health and medical coverage options
- Dental and vision coverage
- Disability and life coverage
- Monthly medical waiver allowance
- Flexible paid time off, including Summer Fridays
- Employer match 401k plan
- Monthly phone stipend
- First Stop Health membership benefit