Lead Customer Service Associate - FuzeRx

We’re looking for an experienced Lead Customer Service Associate/Medical Assistant to support our Operations Management department. You’ll work alongside collaborative partners and dedicated achievers in the field, utilizing your customer service, phone, and messaging etiquette skills to provide solutions to all patient and customer inquiries.

Schedule

Weekday schedule is 9:30am–6pm PST, with rotating Saturday shifts 6am–2:30pm PST.

Responsibilities

• Day-to-day monitoring and supporting program and teams' needs including program knowledge support, technical support, leadership, and mentoring support
• Quality & Assurance of calls
• Supporting escalations and taking de-escalation calls
• Handling inbound calls from patients interested in our program and making outbound calls
• Support process improvements by revising and creating workflow documents
• Lead training classes for new hires
• Managing attendance
• Partnering with leadership, including reporting trends, sharing team feedback, and helping initiate new processes
• Care coordination: conducting outbound calls to reach patients recently discharged from the ER
• Assist with scheduling appointments, handling patient questions, and transferring to the appropriate UHG departments when applicable
• Assist with admin tasks to support patient care coordination
• Work collaboratively with team members and our provider network to maintain an excellent model focused on patient care and high-quality service
• Become an expert with our software solutions, including Truepill EMR, Slack, and Five9
• Telehealth patient care: provide remote patient care and support through telehealth platforms
• Conduct virtual patient assessments, including reviewing medical histories and current symptoms
• Accurately assess and document patient conditions, histories, and care interactions
• Educate patients and their families on medical conditions, medication adherence, and self-care practices
• Work closely with other healthcare providers to develop and implement individualized care plans
• Maintain accurate records and ensure adherence to healthcare regulations and privacy laws
• Stay up to date with medical advancements, telehealth protocols, and best practices through continuing education
• Demonstrate empathy, professionalism, and effective communication in all patient interactions

Requirements

• High School Diploma or GED equivalent
• Medical Assistant Certificate/Diploma from an approved school/institution or equivalent documented training (e.g., military medic, EMT)
• 1–2 years of experience with healthcare-related customer support
• Strong computer skills and knowledge of electronic medical records
• Ability to speak and write effectively at a high school graduate level
• Problem-solving skills and ability to identify solutions
• Customer service skills in interactions with patients, families, and staff, including in high-volume and stressful situations
• Ability to work independently as well as part of the patient care team
• Ability to follow instructions and standard operating procedures

Preferred Qualifications

• Experience in telehealth
• Experience with startups
• Located in or willing to work CST or PST hours

Location

This role is limited to individuals residing in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington, Wisconsin.

Pay

Salary range: $23–$26 per hour.

Benefits

• Full-time employee benefits including dental, vision, and multiple group medical plans to choose from
• 401(k) retirement savings plan
• Group life insurance and accidental death and dismemberment (AD&D) insurance
• Flexible spending account (FSA) and health savings account (HSA)
• Commuter benefits
• Employer-paid short-term (STD) and long-term disability (LTD) insurance
• Additional supplemental insurance plans (spouse life insurance, legal insurance, employee assistance program, home health testing kits, fertility medication discount program)
• Flexible vacation time and accrued paid sick time
• 10 paid holidays (2 floating holidays for full-time non-exempt employees)
• Eight weeks of paid parental leave for eligible employees, with additional paid weeks for the birthing parent
• 4 weeks paid caregiver leave
• Lifestyle Spending Account allowance each month