Customer Service Associate
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Job Description
Remote Tennessee customer service associate supporting MDLIVE telehealth patients. Handling calls, chats, registrations, billing, technical support, and health-service inquiries.
Responsibilities:
- Answer inbound patient calls and chats
- Assist with registrations, consultations, prescription and pharmacy issues, billing, collections, technical support, and navigation
- Handle approximately 40–50 calls/chats daily
- Manage back-to-back calls or simultaneous chats while using multiple applications and screens
- Listen actively and provide customer-focused outcomes for patients
- Document patient profile information and update relevant medical history
- Resolve complaints through independent problem-solving, resource utilization, and one-call resolution
- Meet or exceed call center metrics while providing accurate, courteous, and professional information
- Work in a fast-paced, customer-focused, metrics-driven virtual health environment
- Ensure compliance with relevant laws, policies, and HIPAA regulations
- Build patient relationships and foster satisfaction, effectiveness, proficiency, and quality
- Collaborate with cross-functional departments to resolve issues and improve patient experience
- Perform other duties as assigned
Requirements:
- High School diploma or equivalent
- 1 year customer service experience required; call center experience preferred
- Dedicated workspace with no distractions
- Intermediate proficiency in Microsoft Office Suite
- Strong organizational, written, and verbal communication skills
- Empathetic and understanding approach to supporting patients’ varying needs
- Ability to foster teamwork and partnership with cross-functional departments
- Problem-solving skills and ability to think outside the box
- Fluent in reading, writing, and communicating in English
- Detail-oriented and able to type at least 25 wpm
- Self-directed and able to work independently with minimum supervision
- Cable broadband or fiber optic internet connection with at least 10 Mbps download and 5 Mbps upload
- Ability to attend 100% of six-week training and the first 90 days of employment
- Ability to work in Tennessee from home
Benefits:
- Remote work from home
- Six weeks of required training
- Equal employment opportunity protections
- Reasonable accommodation support for the online application process
- Tobacco-free policy
- Consideration of qualified applicants with criminal histories consistent with applicable laws
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