Customer Support Representative

About the role

First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. We prioritize an engaging and easy-to-use experience, offering a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, and a monthly medical waiver allowance for those who choose not to cover medical expenses. We also offer a remote-first work environment and flexible paid time off, including Summer Fridays.

Responsibilities

• 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
• 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

Requirements

• 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
• 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