Customer Service Representative II
New
L
LifeMDTelehealth
Workable workplace: remote; Workable locations: New York, New York, United StatesFull-TimeMiddle
Salary24 - 26 USD per hour
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Job Details
- Languages
- Bilingual (Spanish/English or other) a plus.
- Experience
- 1+ year of customer service experience
- Required Skills
- JiraCustomer service
Requirements
- Have a high school diploma or equivalent.
- Have at least 1 year of customer service experience by phone, digital channels, or both.
- Demonstrate clear, empathetic, and accurate written and verbal communication.
- Navigate multiple software systems simultaneously, including CRM/helpdesk, telephony, telehealth, knowledge base, and pharmacy escalation tools.
- Type efficiently during live calls and manage multiple concurrent chats when off the phone.
- Be willing to complete training and consistently follow HIPAA/PHI handling requirements.
- Learn and accurately apply program information across all five verticals.
- Healthcare, telehealth, pharmacy, or e-commerce fulfillment customer service experience is preferred.
- Experience with shipping carriers, claims, or order exception handling is preferred.
- Experience with Jira or a similar ticketing tool is preferred.
- Outbound sales, retention, or win-back call experience and familiarity with subscription/e-commerce billing models are preferred.
Responsibilities
- Handle inbound customer calls and messages, including phone, live chat, email, SMS, and patient portal contacts.
- Serve as the first escalation point for CSR I cases and resolve complex patient, billing, refund, and account issues within authority.
- Route clinical questions, adverse events, and urgent safety concerns to licensed clinical staff according to protocol.
- Support CSR I team members with process, policy, and system questions and report knowledge base gaps to the Team Lead.
- Escalate stalled orders to partner pharmacies and track each escalation through resolution.
- File and monitor claims for lost, damaged, or delayed shipments and manage related replacements, reships, and refunds according to SOP.
- Contact patients about orders held for address or other missing information and pass corrected details to the pharmacy.
- Make outbound calls for reminders, onboarding, renewals, retention, and satisfaction follow-ups as needed.
- Verify patient identity before discussing protected health information and document interactions, escalations, claims, and outreach.
- Meet channel-specific KPIs and stay current on workflows, promotions, and policy changes across all five verticals.
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