Customer Experience Specialist

Customer Experience Specialist – Tier 1 (Remote | Healthcare Support)

Job Summary

We are looking for a Customer Experience Specialist – Tier 1 to support patients for a healthcare service platform. In this role, you will handle inbound patient inquiries, resolve concerns on first contact whenever possible, and coordinate with internal teams to ensure timely follow-ups and resolutions. You will support patients through multiple channels including phone, SMS, email, chat, and call-backs, while maintaining a professional and empathetic approach. We are hiring multiple candidates for this position.

Key Responsibilities

• Handle inbound patient calls and provide timely assistance
• Aim for First Contact Resolution (FCR) whenever possible
• Respond to patient inquiries through SMS, email, chat, and phone
• Address general patient concerns and service-related questions
• Coordinate with internal teams to resolve patient issues
• Conduct follow-ups with patients when necessary
• Manage missed calls and return patient calls promptly
• Maintain accurate documentation of interactions in the system
• Provide a professional and patient-focused customer experience

Qualifications

• Healthcare customer service experience preferred (telehealth, clinic, hospital, medical account, or healthcare support)
• Experience handling inbound calls in a support or call center environment
• Strong English communication skills (spoken and written)
• Experience supporting customers via voice, email, or chat
• Ability to multitask and manage multiple patient inquiries
• Strong problem-solving and empathy skills
• Familiarity with HIPAA compliance or healthcare data privacy is a plus

Work Setup

• Remote / Work From Home
• Must have reliable internet and a quiet workspace

Employment Details

• Entry to mid-level position
• Night shift / US hours may apply