Customer Support Agent

About the role

A mission-driven leader in compassionate customer experience and patient-centric support services, we empower individuals and families through empathetic, tech-enabled care coordination and real-time assistance. Operating across the U.S., our remote team delivers proactive, personalized support — turning complex needs into seamless, human-centered experiences for vulnerable populations and their caregivers.

Responsibilities

• Provide warm, empathetic, and solution-oriented support to customers via phone, email, and live chat — resolving inquiries with accuracy and speed.
• Act as a trusted guide by explaining benefit plans, navigating care resources, and connecting users to appropriate services or specialists.
• Document interactions in CRM systems with precision, ensuring continuity and compliance with privacy standards (HIPAA, PHI).
• Collaborate cross-functionally with care coordinators, billing, and clinical teams to drive timely resolutions and improve service workflows.
• Identify recurring customer pain points and escalate systemic issues to product and operations for process optimization.
• Complete mandatory training and certifications in patient advocacy, crisis de-escalation, and digital health platforms to maintain compliance and service excellence.

Requirements

Must-Have

• CRM platforms (Salesforce, Zendesk, or Freshdesk)
• HIPAA compliance & PHI handling
• Customer service software (LiveChat, Intercom, or similar)
• Call center operations & ticketing systems
• Crisis de-escalation techniques
• Patient advocacy or health support experience
• Microsoft Office Suite (Word, Excel, Outlook)
• Remote work tools (Slack, Zoom, MS Teams)

Preferred

• Experience with telehealth platforms (Teladoc, Amwell, etc.)
• Certification in Customer Service (e.g., CCE, ICMI)
• Familiarity with Medicare/Medicaid eligibility systems

Benefits

• 100% remote work with flexible scheduling — designed for work-life balance and caregiver-friendly routines.
• Competitive salary + performance bonuses + comprehensive health, dental, and wellness perks.
• Dedicated career growth path — with regular upskilling in health tech, advocacy, and service design.