Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians
Deliver comprehensive customer support—including technical assistance—with empathy and efficiency
Proactively manage and maintain all assigned work queues
Independently prioritize and execute tasks in a fast-paced environment
Demonstrate advanced proficiency in Microsoft Office and Salesforce
Adhere to all applicable regulations regarding personal health information (PHI)
Investigate and resolve service-related issues using helpdesk platforms
Collaborate cross-functionally with internal teams for accurate resolution of customer concerns
Document all customer interactions thoroughly and escalate 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 regarding privacy and security of personal health information
3–5 years of experience in customer support, technical support, or client services
Proven ability to deliver exceptional service
Prior experience in a call center or medical office setting is preferred
Strong verbal and written communication skills
Excellent organizational and interpersonal skills
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, 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

various health and medical coverage options
dental and vision coverage
disability and life coverage
monthly medical waiver allowance for waiving medical coverage
remote-first work environment
flexible paid time off
Summer Fridays
employer match 401k plan
monthly phone stipend
First Stop Health membership benefit providing virtual care solutions from the first day

Customer Support Representative

Key skills