Customer Service Representative (Healthcare/Telehealth)

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Disclaimer: This is a generic job description for the position stated below. Actual tasks and tools will be discussed further when you reach the final interview stage. Please ensure you apply for the right job based on your location and experience. We prioritize people who can do this successfully!

Customer Service Representative (Healthcare/Telehealth)

Industry: Healthcare / Telehealth – Weight Loss Treatment
Location & Time Zone: United States (operates on Pacific Time)

Client Overview
The client is a U.S.-based telehealth company specializing in GLP-1 weight loss treatments, including semaglutide and tirzepatide, offered through a subscription model. The company operates nationwide across all U.S. states with fully remote patient onboarding, treatment management, and medication delivery. The business currently supports approximately 2,000 active patients and onboards around 30 new patients daily.

Role Objective
The client is seeking Virtual Assistants to support daily operations by managing patient intake reviews, appointment scheduling, provider coordination, medication submissions, and ongoing patient communication and follow-ups.

Duties and Responsibilities include, but are not limited to:
1. Perform accurate data entry, including completing intake forms and scheduling appointments
2. Contact patients to obtain missing information or request additional documentation
3. Upload patient information to the RX portal and coordinate medication submissions
4. Share shipment tracking numbers with patients once medications are dispatched
5. Handle patient communications, including FAQs, feedback, concerns, and general inquiries
6. Ensure timely follow-ups and maintain clear, professional communication with patients and internal teams
7. Ad hoc tasks

Qualifications:
• At least 1-year proven experience as a Customer Service Representative in a B2C or B2B capacity
• Excellent English communication skills, both written and verbal (at least B2 level)
• Excellent phone, email, and instant messaging communication skills
• Solid organizational and time management skills
• Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP
• Experience with word-processing software and spreadsheets (e.g., MS Office)
• Knowledge of online calendars and scheduling (e.g., Google Calendar)
• Proactive & confident with keen attention to details
• Able to work on a graveyard shift

Tools & Systems:
(Client is willing to train)
• Monday.com (CRM)
• RX Portal
• FedEx Tracking System

Technical Requirements:
• USB Headset with Noise Cancellation feature
• Working Webcam
• Computer with at least 1.8 GHz processor and at least 4GB RAM
• Main Internet Service Speed: at least 25 Mbps cable connection
• Backup Internet Service Speed: at least 10 Mbps

Benefits:
• Health Insurance (HMO)
• Performance Incentives
• Job Security and Stability
• Paid Training
• Inclusive Culture
• Upskilling Opportunities
• 100% Work-From-Home
• Exceptionally Supportive Team
• Opportunities for Career Growth
• Fun Work Environment
• Holiday & Overtime Pay

Schedule: 8:00 AM - 5:00 PM PST
Location: This is a remote job

Please note:
• Only qualified candidates will be invited to take the assessment & scheduled for an interview.
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