Customer Success Agent

Job Description

REQUIREMENTS

• High school diploma or equivalent
• 1+ year of call center or phone-based customer service experience
• Reliable high-speed internet and dedicated home workspace
• Ability to work scheduled shifts in a remote setting

Preferred:

• Healthcare, pharmacy, or telehealth experience
• Experience with CRM systems
• Familiarity with HIPAA compliance standards

RESPONSIBILITIES

Patient Experience & Engagement (Phone-Based)

• Answer inbound patient calls in a timely, professional manner
• Make outbound calls for follow-ups and issue resolution as needed
• Assist patients with:
• • Order status and shipping updates
  • Billing and payment inquiries
  • Account updates
  • General non-clinical medication guidance
• Demonstrate empathy, active listening, and clear communication on every call
• De-escalate concerns and turn challenging interactions into positive outcomes

Documentation & Process Adherence

• Accurately document all call details in the CRM
• Follow established SOPs, call handling standards, and escalation pathways
• Protect patient privacy and ensure HIPAA compliance
• Avoid providing medical advice and escalate clinical questions appropriately

Performance & Accountability

• Meet or exceed established KPIs, including:
• • Call quality scores
  • First call resolution
  • Average handle time (AHT)
  • Schedule adherence
  • Documentation accuracy
• Maintain professionalism in a metrics-driven, remote work environment
• Collaborate effectively with Tier 2 and cross-functional teams

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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