Customer Support Representative (Telehealth)

Permanent Employee, Full-time, Remote, EST Shift

Job Summary:

We are seeking a Customer Support Representative to provide responsive and empathetic support to patients across primarily chat and email, with some phone support. This role will handle routine customer inquiries, protect sensitive patient information, and appropriately escalate clinical or complex concerns.

The ideal candidate has strong customer service fundamentals, excellent written English, and is comfortable working flexible or rotating shifts in a fast-paced remote environment.

Responsibilities:

  • Provide customer support primarily through chat and email, with occasional phone support

  • Respond to routine patient questions accurately, professionally, and empathetically

  • Work within the client's customer support tools and established workflows

  • Recognize inquiries requiring clinical judgment and route them appropriately to doctors or administrative teams

  • Avoid providing medical advice or conducting clinical intake

  • Handle patient information in accordance with HIPAA requirements

  • Escalate complex, sensitive, or unresolved cases to the Customer Support Manager

  • Maintain accurate and professional communication across all customer interactions

  • Work assigned shifts as part of a 24/7 support operation, including flexible or rotating schedules as required

Requirements:

  • Previous experience in Customer Support, Customer Service, or a similar customer-facing role

  • Experience providing support through chat and email

  • Comfortable handling occasional voice/phone support

  • Strong written and verbal English communication skills

  • Strong customer service fundamentals with the ability to communicate professionally and empathetically

  • Good judgment and ability to recognize when an inquiry should be escalated

  • Comfortable working in a fast-paced environment where processes may still be evolving

  • Willingness to work flexible or rotating shifts to support 24/7 coverage

  • Reliable internet connection and equipment suitable for remote work

  • Healthcare, telehealth, or related industry experience is preferred but not required

  • Familiarity with HIPAA or handling sensitive customer/patient information is a plus

Apply now