Customer Support Agent I

New

Location: Remote, USAFull-TimeEntry

SalaryBase Pay Range: $17.50 - $22.00 per hour

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Job Details

Languages: Spanish language proficiency (nice to have).
Required Skills: Problem SolvingWritten communicationZendeskHIPAAVerbal communicationCustomer support

Have a genuine desire to help people and a compassionate, patient-first mindset.
Communicate clearly and professionally in writing and verbally.
Demonstrate attention to detail and accurately follow instructions, procedures, and workflows.
Have strong organizational skills, reliability, and the ability to manage multiple tasks efficiently.
Use basic problem-solving to resolve routine issues independently and recognize when to ask for help.
Be comfortable using computers and learning new software and technology.
Bring an adaptable attitude and willingness to learn, receive feedback, and collaborate in a fast-paced environment.
Have a high school diploma or equivalent.
Previous customer service experience in retail, hospitality, call centers, or other customer-facing roles is a plus.
Healthcare experience or familiarity with healthcare terminology is a plus.
Experience with customer support or ticketing software such as Zendesk is a plus.
Spanish language proficiency is a plus.

Respond to patient inquiries via phone, email, and SMS with timely, professional, and compassionate support.
Resolve routine questions and issues involving account access, appointment scheduling, test kits, eligibility, and general services.
Conduct outbound outreach for appointment reminders, follow-ups, and requests for additional information.
Follow standard operating procedures to provide accurate, consistent, and efficient support.
Document patient interactions and resolutions in customer support systems.
Escalate complex, clinical, or urgent concerns to the appropriate team.
Meet performance expectations for productivity, response times, quality, and patient satisfaction.
Protect patient confidentiality and follow applicable privacy and security policies, including HIPAA.
Collaborate with teammates and share feedback to improve patient experience and team processes.

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