Customer Support Representative
Remote
Job Summary
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 while investigating and resolving service-related issues using helpdesk platforms. Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information. Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues to leadership. Maintain a high standard of responsiveness across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud. Operate 24/7/365 with flexible scheduling covering day, evening, and overnight shifts, including weekends and holidays.
Required Qualifications
- 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
- 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
Desired Qualifications
- Prior experience in a call center or medical office setting
- Completion of some college coursework
- Bilingual proficiency in Spanish
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