Customer Support Representative
New
C
Counsel HealthHealthcare
Remote - USFull-TimeJunior
Salary$50K - $60K; $50K – $60K • Offers Bonus; Salary Range $50K – $60K • Offers Bonus
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Job Details
- Experience
- 2+ years of experience in customer support, patient support, or a contact center role
- Required Skills
- HubSpotZendeskHIPAACustomer support
Requirements
- Have 2+ years of experience in customer support, patient support, or a contact center role.
- Bring experience in a high-volume support environment.
- Communicate clearly in writing and verbally, including explaining technical or clinical processes in plain language.
- Be comfortable troubleshooting technical issues and pursuing root causes.
- Have experience with modern support tools such as Intercom, Zendesk, HubSpot, or similar.
- Have experience in healthcare or another regulated industry.
- Understand how to handle sensitive information; HIPAA familiarity is a plus.
- Be available for shifts across a seven-day support schedule, including evenings and weekends.
- Work a full-time, 40-hour-per-week schedule with a two-week rotation that includes some nights and weekend shifts.
Responsibilities
- Support patients across phone and email with clear, accurate answers.
- Troubleshoot technical issues end to end and coordinate with clinical, engineering, and operations teams to resolve them.
- Surface trends and recurring friction points and share actionable patient feedback.
- Document patient interactions accurately in line with quality standards and operational practices.
- Meet or exceed quality, response-time, resolution-time, and patient-satisfaction metrics.
- Maintain engagement and responsiveness throughout assigned shifts.
- Use feedback and continuous learning to improve individual performance and team impact.
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