Note: The job is a remote job and is open to candidates in USA. First Stop Health is dedicated to delivering affordable, delightful healthcare for all through connected virtual care. The Customer Support Representative will be the first point of contact for customer inquiries, troubleshooting issues, and ensuring a seamless experience across various virtual care services.
Responsibilities
- Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency
- Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow-up actions, ensuring timely resolution
- Independently prioritize and execute tasks in a fast-paced, deadline-driven remote environment
- Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to support daily operations
- Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI)
- Investigate and resolve service-related issues using helpdesk platforms, with a preference for Salesforce Service Cloud
- Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer concerns
- Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership
- Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud
Skills
- Solid understanding of medical terminology and basic healthcare operations
- Familiarity with HIPAA regulations governing the privacy and security of personal health information
- 3–5 years of experience in customer support, technical support, or client services, with a proven ability to deliver exceptional service
- Strong verbal and written communication skills, with the ability to convey information clearly and empathetically
- Excellent organizational and interpersonal skills, with a collaborative mindset
- Demonstrated ability to work independently in a remote, deadline-driven environment
- Advanced proficiency in Microsoft Office Suite
- Proficiency in managing support tickets and navigating complex customer interactions
- Analytical and detail-oriented, with a problem-solving mindset
- Prior experience in a call center or medical office setting
- Experience with CRM and helpdesk platforms, including Salesforce and Service Cloud
- Completion of some college coursework
- Bilingual proficiency in Spanish
Benefits
- First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible.
- For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.
- First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays.
- The employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being.
- The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day!
Company Overview