- Respond to patient inquiries via email, chat, and SMS using Zendesk
- Resolve common issues such as order tracking, medication refills, and lab scheduling using guided workflows and macros
- Escalate complex cases and document updates clearly in the EMR
- Collaborate with Clinical Ops, Pharmacy, and Labs to ensure continuity of care
- Identify recurring trends and suggest process improvements
- Meet and exceed performance targets (e.g., first reply time, resolution time, CSAT)
- Contribute to peer learning, documentation, and team knowledge
- Be available for occasional overtime—voluntary or mandatory depending on business needs