Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians delivering comprehensive customer support
Proactively manage and maintain all assigned work queues, ensuring timely resolution
Independently prioritize and execute tasks in a fast-paced, deadline-driven remote environment
Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms
Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI)
Investigate and resolve service-related issues using helpdesk platforms
Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer concerns
Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues to leadership
Maintain a high standard of responsiveness and professionalism across all communication channels

Solid understanding of medical terminology and basic healthcare operations
Familiarity with HIPAA regulations governing privacy and security of personal health information
3–5 years of experience in customer support, technical support, or client services with a proven ability to deliver exceptional service
Prior experience in a call center or medical office setting is preferred
Strong verbal and written communication skills, ability to convey information clearly and empathetically
Excellent organizational and interpersonal skills with a collaborative mindset
Demonstrated ability to work independently in a remote, deadline-driven environment
Advanced proficiency in Microsoft Office Suite
Experience with CRM and helpdesk platforms, including Salesforce and Service Cloud is preferred
Proficiency in managing support tickets and navigating complex customer interactions
Analytical and detail-oriented with a problem-solving mindset
Completion of some college coursework is a plus
Bilingual proficiency in Spanish is a plus

Comprehensive benefits package including health and medical coverage options
Dental and vision coverage
Disability and life coverage
Monthly medical waiver allowance
Remote-first work environment
Flexible paid time off including Summer Fridays
Employer match 401k plan
Monthly phone stipend
First Stop Health membership benefit providing virtual care solutions from day one

Customer Support Representative

Key skills