Customer Support Representative

Responsibilities: Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow-up actions, ensuring timely resolution Independently prioritize and execute tasks in a fast-paced, deadline-driven remote environment Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to support daily operations Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI) Investigate and resolve service-related issues using helpdesk platforms, with a preference for Salesforce Service Cloud Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer concerns Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud

Requirements : Solid understanding of medical terminology and basic healthcare operations. Familiarity with HIPAA regulations governing the privacy and security of personal health information 3–5 years of experience in customer support, technical support, or client services, with a proven ability to deliver exceptional service Prior experience in a call center or medical office setting is preferred Strong verbal and written communication skills, with the ability to convey information clearly and empathetically Excellent organizational and interpersonal skills, with a collaborative mindset Demonstrated ability to work independently in a remote, deadline-driven environment Advanced proficiency in Microsoft Office Suite Experience with CRM and helpdesk platforms, including Salesforce and Service Cloud, is preferred Proficiency in managing support tickets and navigating complex customer interactions Analytical and detail-oriented, with a problem-solving mindset Completion of some college coursework is a plus. Bilingual proficiency in Spanish is a plus. First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job

requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better. To learn more about First Stop Health, visit www.fshealth.com and if you require any assistance during the application process or have questions, please don't hesitate to contact our talent acquisition team via email at [email protected] Apply View All Jobs Powered by Payroll & HR Software

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