Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency
Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow-up actions, 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 to support daily operations
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, with a preference for Salesforce Service Cloud
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, missed opportunities, or process gaps to leadership
Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud

Solid understanding of medical terminology and basic healthcare operations
Familiarity with HIPAA regulations governing the 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, with the ability to convey information clearly and empathetically
Excellent organizational and interpersonal skills, with a collaborative mindset
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

Customer Support Representative

Key skills