Lead Customer Service Associate - FuzeRx

Job Summary We’re looking for an experienced Lead Customer Service Associate/Medical Assistant to support our Operations Management department. You’ll work alongside collaborative partners and dedicated achievers in the field. You’ll utilize your customer service, phone and messaging etiquette skills to provide solutions to all patient and customer inquiries. Weekday schedule is 9:30am-6pm PST, Rotating Saturday shifts 6am-2:30pm PST. Job Description Key Responsibilities: Day to day monitoring and supporting program and teams' needs including but not limited to: program knowledge support, technical support, leadership and mentoring support Quality & Assurance of Calls Supporting Escalations, Taking De-escalation Calls Support inbound calls from patients interested in our program Making outbound calls Support Process Improvements by Revising and Creating Workflow Docs Lead Training Classes for new hires Managing Attendance Partnering with Leadership including but not limited to: reporting trends, sharing team feedback, help initiate new processes. Care Coordination Conducting outbound calls to reach patients recently discharged from the ER Assist with scheduling appointments, handling patient questions, and transferring to the appropriate UHG departments when applicable. Assist with admin tasks to support patient care coordination Work collaboratively with team members and our provider network to maintain an excellent model focused on patient care and high quality service Become an expert with our software solutions, including but not limited to Truepill EMR, Slack, and Five9. Work duties as assigned Required Experience & Qualifications: Telehealth Patient Care: Provide remote patient care and support through telehealth platforms. Virtual Assessments: Conduct virtual patient assessments, including reviewing medical histories and current symptoms. Medical Documentation: Accurately assess and document patient conditions, histories, and care interactions. Patient Education: Educate patients and their families on medical conditions, medication adherence, and self-care practices. Care Plan Collaboration: Work closely with other healthcare providers to develop and implement individualized care plans. Regulatory Compliance: Maintain accurate records and ensure adherence to healthcare regulations and privacy laws. Continuous Education: Stay up to date with medical advancements, telehealth protocols, and best practices through continuing education. Compassionate Communication: Demonstrate empathy, professionalism, and effective communication in all patient interactions. Preferred Qualifications: Strong computer skills and knowledge of electronic medical records Ability to speak and write effectively at a high school graduate level Ability to solve problems and identify solutions Ability to demonstrate customer service skills in interactions with all patients, families, and staff including in high-volume and stressful situations Ability to work independently as well as an integral part of the patient care team Ability to follow instructions and standard operating procedures Required: High School Diploma or GED equivalent Required: Medical Assistant Certificate/Diploma from an approved school/institution or equivalent documented training (i.e. military medic, EMT, etc.). Required: 1-2 years experience with healthcare-related customer support Preferred: Experience in Telehealth Preferred: Experience with startups Preferred: located in or willing to work CST or PST hours #LI-Remote Additional Information Salary Range : $23-26 Commission Eligible: No Travel : No Location Requirement: FuzeRx (Truepill / Fuze Care Services) is limited to individuals residing in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington (WA), Wisconsin Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. At this time, Fuze Health is unable to sponsor or take over sponsorship of an employment Visa. Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. #LI-Remote Benefits: Full-time employee benefits include: dental, vision, and multiple group medical plans to choose from, a 401(k) retirement savings plan, group life insurance, accidental death and dismemberment (AD&D) insurance, flexible spending account (FSA) and health savings account (HSA), commuter benefits, employer-paid short-term (STD) and long-term disability (LTD) insurance, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program). Employees are also provided flexible vacation time, accrued paid sick time, 10 paid holidays, (2 floating holidays for full time non-exempt employees) , and eight weeks of paid parental leave for eligible employees, additional paid weeks for the birthing parent, 4 weeks paid caregiver leave, and a Lifestyle Spending Account allowance each month. More Benefits Information Here: Fuze Health Benefits Site . Equal Opportunity Employer Fuze Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at [email protected] . Fuze Health considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, Philadelphia, and New York City Fair Chance laws. We are an E-Verify participating company. Use of Automated Decision Tools Fuze Health recruiters and hiring managers may use automated decision tools to help identify candidates who match the stated job requirements, and to what extent. These tools are designed to help ensure fairness in all aspects of the hiring process by providing recruiters and hiring managers with data-backed insights based on information provided in your resume, including work experience, education, and other skills. Fuze Health does not use automated decision tools to make hiring decisions; hiring decisions always involve human review and input. If you have any questions or would like to request an alternative process, please contact us a t [email protected] . Privacy Notice To learn about Fuze Health’s privacy practices, including compliance with applicable privacy laws, please read our Privacy Notice for Job Applicants .