Provider Support Agent

About the role

HFD is a remote‑first company (work hours based on PST with some flexibility) dedicated to making healthcare more affordable by giving everyone a better way to pay. Its mission is driven by the E.P.I.C. values – Excellence (always exceeding expectations), Passionate (executing with boldness), Innovative (pioneering a better way), and Collaborative (together we win). The Provider Support Agent (B2B/Merchant Support) serves as the primary point of contact for business partners that HFD supplies lending products to, handling inquiries via phone, email, and chat while ensuring compliance with policies and procedures.

Responsibilities

• Understand business partners’ unique integration and configurations with HFD and prepare for interactions by studying products, services, and Provider Support processes.
• Follow standard operating procedures to contact HFD’s business partners via phone calls, chats, and emails and respond timely to providers’ inquiries and needs.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Assist business partners with troubleshooting and customer account origination issues.
• Ensure all tasks, emails, correspondence, and research functions are handled with S