Call Center Representative

Call Center Representative — Medically ModernAbout the roleAt Medically Modern, every interaction matters. We're often the first voice — or text — a new patient encounters, guiding them through onboarding, walking them through intake, and supporting them as their care evolves over time. Whether someone is starting their journey with us, updating their subscription, or just trying to understand what comes next, we want them to come away feeling cared for, informed, and at ease.We're looking for a deeply empathetic Call Center Representative who brings warmth, patience, and clarity to every conversation — by phone or by text. This is a fully remote, full-time role for someone who genuinely loves helping people through both the practical and emotional sides of their healthcare experience.What you'll doWelcome and onboard new patients by phone and text — guide them through their first steps with Medically Modern, answer early questions, and set the tone for a positive ongoing relationshipHandle inbound calls and texts from patients with care, presence, and a calm toneMake outbound calls and send outbound texts for follow-ups, check-ins, intake completion, subscription reminders, and proactive outreachConduct intake conversations with accuracy and empathy, gathering health history, insurance details, and personal information while making patients feel comfortable sharingSupport active subscribers with plan changes, billing questions, renewals, pauses, cancellations, and upgrades — always leading with empathy, never pressureCommunicate professionally with physicians and clinical staff on a smaller but important subset of calls and messages — relaying patient updates, coordinating care, and helping things move quicklyAdjust your tone for the medium — warm and conversational on the phone, clear and friendly over text, and crisp and professional with providersDocument every interaction clearly and accurately in our patient management systemCoordinate across teams (clinical, billing, operations) to resolve concerns and follow up so patients never feel forgottenMaintain strict confidentiality in line with HIPAA and Medically Modern's privacy standardsWho you areDeeply empathetic — you genuinely care about how people feel, not just what they needA natural communicator with a warm, reassuring phone presence — and a clear, friendly writing style for textsPatient and emotionally steady, especially when patients are anxious, confused, or frustratedComfortable code-switching between empathetic patient conversations and efficient, professional exchanges with doctorsA careful listener who reads between the lines and asks thoughtful follow-up questionsDetail-oriented and organized — you take accurate intake notes and stay on top of subscription detailsStrong written communicator who can be warm without being wordyTech-savvy and comfortable juggling phone systems, texting platforms, and CRMs in a remote environmentGenuinely motivated by helping people feel heard, welcomed, and supportedQualifications1+ years in a customer service, call center, patient intake, or subscription-support roleHealthcare experience strongly preferred — telehealth, clinical office, hospital, pharmacy, or medical billing backgrounds all welcomeInsurance experience (verification, eligibility, claims, or prior authorizations) is a significant plusExperience with both voice and text-based customer supportExcellent verbal and written communication skills in English (bilingual a strong plus)Comfort handling sensitive personal and health information with discretionReliable high-speed internet and a quiet, dedicated home workspaceFamiliarity with CRM, EHR, or subscription management platforms preferredHigh school diploma or equivalent requiredWhat we offerCompetitive salary range depending on experience