Remote Support Specialist

We are looking for a Support Specialist to provide administrative and technical support to patients, providers, and pharmacies using telehealth services. You will be on the front lines ensuring seamless virtual healthcare experiences by answering questions about appointments, navigating the platform, and managing patient accounts with professionalism and compassion. This role requires adherence to HIPAA regulations and exceptional customer service standards.

As the primary point of contact, you will deliver Tier 1 technical support, facilitate patient onboarding, and troubleshoot issues via email, chat, and phone. You will handle point-of-service activities including visit preparation, payment collection, patient tracking, prescription handling, and record tracking for accuracy and great experiences. Professionally investigate, triage, and resolve patient issues to ensure positive visits.

You will facilitate administrative tasks like entering confidential patient information and telephone triage while collaborating with cross-functional teams, clinical staff, and Tier 2 support. Document all interactions in Zendesk and adhere to compliance policies. Create a welcoming environment with exceptional customer service and telephone etiquette.

Develop a deep understanding of products to contribute to documentation, guides, and FAQs for customer self-service. Stay updated on product changes, industry trends, and best practices. Thrive in a fast-paced environment making positive impacts on patients' healthcare journeys through empathy and independent critical thinking.