Customer Support Specialist

About The Role

The Customer Support Specialist plays a vital role as the primary point of contact for participants engaging with our wellness programs. This position requires a compassionate, detail-oriented individual who excels in communication and problem-solving. The role involves managing high volumes of inbound calls, emails, and live chat interactions, providing accurate information, resolving concerns, and ensuring a positive participant experience. The specialist will also handle administrative tasks such as data entry, verification, and auditing to maintain the integrity of participant information.

This role offers opportunities for professional growth, skill development, and making a tangible impact on participants’ health journeys.

Qualifications

• 2-3 years of contact center experience, preferably within healthcare or wellness sectors with a strong understanding of HIPAA compliance
• Administrative experience related to healthcare or wellness programs
• Excellent verbal and written communication skills
• Strong attention to detail and accuracy in high-volume work environments
• Prior proven ability to multitask, prioritize, and manage time efficiently
• Proficiency in computer systems and software, with the ability to quickly learn new tools
• Ability to handle sensitive information responsibly, adhering to confidentiality standards
• Proven strong problem-solving skills and a customer-focused mindset
• Self-motivated, adaptable, and accountable team player

Responsibilities

• Respond to a high volume of inbound calls, emails, and live chat interactions with professionalism, warmth, and efficiency
• Aid participants with account access, incentives, forms, and program requirements
• Support participants through various communication channels, meeting service-level targets
• Investigate and resolve participant concerns, escalating issues when necessary
• Follow up on voicemails and emails to ensure timely resolution
• Maintain detailed and accurate records of all interactions and transactions
• Share insights, trends, and feedback with the team to drive continuous improvement
• Safeguard participant data in compliance with HIPAA and confidentiality standards
• Review, validate, and input participant information and form submissions accurately
• Audit data for discrepancies and correct errors proactively
• Coordinate with internal teams such as Account Management to resolve complex issues
• Ensure timely processing and auditing of forms and data entries

Benefits

• Competitive salary ranging from $38,000 to $40,000 based on experience
• Client retention bonuses and additional incentives
• Comprehensive benefits package including medical, dental, vision, Rx, life, and disability insurance
• Hospital reimbursement plan
• 401(k) plan with employer matching contributions
• Employee Assistance Program (EAP) through LifeMatters
• Mental health support, including paid therapy options
• Paid maternity leave after 12 months of employment
• Paid time off, including community volunteer days and birthday leave
• Casual dress code fostering a relaxed work environment
• Wellness programs and team-building activities with incentives
• Milestone anniversary recognition program
• Ongoing training and professional development opportunities

Equal Opportunity

We are proud to be an Equal Employment Opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other basis protected by federal, state, or local law.