Telehealth - Customer Service Representative

9-6 PST

ASAP

Job Description: Customer Service Agent – Telehealth

Role Summary

A full-time remote Customer Service Agent (Monday–Friday, PST) to support patients across their digital healthcare journey—managing inquiries, coordinating prescriptions, and ensuring an empathetic, HIPAA-compliant patient experience.

Key Responsibilities Patient & Platform Support: Assist patients via email, live chat, and phone with onboarding, appointment scheduling, account navigation, and general inquiries.

Order & Pharmacy Coordination: Track prescription orders, liaise with partner pharmacies, and resolve fulfillment or delivery issues.

Issue Resolution & Escalation: Troubleshoot patient concerns regarding payments and platform access; escalate clinical/urgent matters to medical teams.

Documentation & Compliance: Maintain precise interaction logs in ticketing systems while adhering strictly to HIPAA and patient privacy standards.

Core Requirements Experience: 2+ years of customer support experience in telehealth, digital health, online pharmacy, or health-tech (Junior to Mid-Level).

Workflows & Compliance: Demonstrated knowledge of virtual care workflows, prescription tracking, and HIPAA/PHI confidentiality requirements.

Communication: Exceptional written and verbal communication with a strong empathetic, patient-centered approach.

Availability & Style: Independent remote worker aligned with Pacific Standard Time (PST) schedule.

Preferred Qualifications & Tech Stack Nice-to-Have: DTC healthcare, subscription-based services (e.g., weight management, dermatology, hormone health), or pharmacy fulfillment experience.

Tech Stack: Zendesk, Gorgias, Intercom, Freshdesk, Shopify, EHR/patient portals, and Slack.es.

• 2+ years of customer service experience in telehealth, digital health, healthcare, or online pharmacies, with ability to handle sensitive patient information and familiarity with HIPAA requirements.

• Experience with telehealth startups, online pharmacies, subscription-based healthcare services, Zendesk, Gorgias, Intercom, Freshdesk, EHR or patient management systems, and weight management, dermatology, or hormone health telehealth services.

• Zendesk, Gorgias, Intercom, Freshdesk, HubSpot, Salesforce, Slack, Google Workspace, Microsoft Teams, telehealth platforms, patient portals, EHR systems, pharmacy management platforms, or Shopify.