Customer Experience Agent - Sexual & Reproductive Health - Remote

Overview

As a Customer Experience Agent, you will be the first point of contact for patients needing non-clinical support for our Sexual & Reproductive Health (SRH) service lines. You will assist with care, creativity, and attention to details while following safe, compliant procedures. If you’re organized, independent, and driven by our mission, this role is for you. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions.

In Short

• Serve as the first point of contact for patients, resolving questions and concerns across multiple platforms.
• Troubleshoot technical issues related to our website and patient accounts.
• Identify and escalate trends in patient feedback for process improvements.
• Remain knowledgeable on evolving product features.
• Adhere to HIPAA and other regulations for security and confidentiality.
• Coordinate logistics for prescription insurance coverage.
• Anticipate challenges and create smooth patient experiences.
• Follow established workflows and maintain quality.
• Keep organized records of patient interactions.
• Meet or exceed individual and team performance goals.

Requirements

• At least two years of experience in customer support, preferably in healthcare.
• Strong verbal and written communication skills.
• A genuine service mindset and empathy.
• Ability to adapt to new systems in a dynamic environment.
• Familiarity with technology and computer usage.
• A quiet, distraction-free workspace at home.
• Consistent and reliable attendance.

Benefits

• Base pay of $18.50 per hour.
• Annual Incentive Plan.
• Medical, Dental, and Vision plan options.
• 401(k) with a match and commuter benefits.
• Annual $750 vacation stipend and $500 happiness stipend.
• Up to 10 vacation days accrued in the first year.