Customer Support Agent

About The OpportunityA mission-driven leader in compassionate customer experience and patient-centric support services, we empower individuals and families through empathetic, tech-enabled care coordination and real-time assistance. Operating across the U.S., our remote team delivers proactive, personalized support — turning complex needs into seamless, human-centered experiences for vulnerable populations and their caregivers.Role & ResponsibilitiesProvide warm, empathetic, and solution-oriented support to customers via phone, email, and live chat — resolving inquiries with accuracy and speed.Act as a trusted guide by explaining benefit plans, navigating care resources, and connecting users to appropriate services or specialists.Document interactions in CRM systems with precision, ensuring continuity and compliance with privacy standards (HIPAA, PHI).Collaborate cross-functionally with care coordinators, billing, and clinical teams to drive timely resolutions and improve service workflows.Identify recurring customer pain points and escalate systemic issues to product and operations for process optimization.Complete mandatory training and certifications in patient advocacy, crisis de-escalation, and digital health platforms to maintain compliance and service excellence.Skills & QualificationsMust-HaveCRM platforms (Salesforce, Zendesk, or Freshdesk)HIPAA compliance & PHI handlingCustomer service software (LiveChat, Intercom, or similar)Call center operations & ticketing systemsCrisis de-escalation techniquesPatient advocacy or health support experienceMicrosoft Office Suite (Word, Excel, Outlook)Remote work tools (Slack, Zoom, MS Teams)PreferredExperience with telehealth platforms (Teladoc, Amwell, etc.)Certification in Customer Service (e.g., CCE, ICMI)Familiarity with Medicare/Medicaid eligibility systemsBenefits & Culture Highlights100% remote work with flexible scheduling — designed for work-life balance and caregiver-friendly routines.Competitive salary + performance bonuses + comprehensive health, dental, and wellness perks.Dedicated career growth path — with regular upskilling in health tech, advocacy, and service design.Skills: platforms,health,customer,customer service