Remote Healthcare Customer Service Representative| US

Job Description

Job Description

Description:

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking Remote Healthcare Customer Service Representatives to join our team in the U.S.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that in our first five years, we grew entirely through client referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable and inclusive company. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

About The Role

Our Customer Experience (CX) Team is dedicated to supporting patients by delivering compassionate, accurate, and timely assistance across all communication channels. As a CX Associate, you will play a vital role in ensuring a positive experience for every individual who reaches out to us, whether by phone, email, live chat, or SMS

Overall Responsibilities:

• Provide support to patients contacting our organization via phone, email, live chat, and SMS.
• Address a wide range of healthcare-related inquiries, ensuring each interaction is handled with empathy, accuracy, and confidentiality.

What you'll do:

• Deliver exceptional customer service in every interaction, ensuring patients and providers feel heard, supported, and valued.
• Respond to inbound inquiries through phone and non-voice channels (email, live chat, SMS), verifying necessary information and resolving issues within your scope.
• Actively listen to each customer’s needs, demonstrating empathy and professionalism, and tailor solutions to their unique situations.
• Meet and strive to exceed established quality and performance metrics.
• Maintain thorough knowledge of systems so that information can be researched and proper information is given to the customer.
• Learn and retain thorough working knowledge of all existing and new process and procedures.
• Proactively identify and share key insights observed in handling volume with leadership.
• Attend Team Meetings/additional training sessions as scheduled.

We're looking for individuals with:

• Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and compassionately.
• Strong active listening skills and the ability to use information provided by customers to address their needs effectively.
• Demonstrated empathy and understanding, especially when handling sensitive or confidential healthcare information.
• Consistent courtesy, patience, and confidence throughout all interactions.
• Comfort in resolving sensitive issues and de-escalating challenging situations.
• Ability to adapt and thrive in a fast-paced, dynamic healthcare environment.
• Strong attention to detail and critical thinking skills, with a solution-oriented mindset.
• Willingness to work weekends, holidays, and/or midday to evening shifts as required.