[Hiring] Agent, CX @Thirty Madison

Role Description

As a remote Customer Experience (CX) Agent, you will be the first point of contact for patients needing non-clinical support for our service line Nurx. 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 mission of providing access to healthcare for all who suffer from chronic conditions.

Compensation

• The base pay range for this position is $20.00 per hour
• Robust and affordable Medical, Dental, and Vision plan options
• Vacation time off policy - up to 10 vacation days accrued your first year. Vacation time begins accruing immediately

What You Get to Do Every Day

• Serve as the first point of contact for patients, resolving questions and concerns across multiple contact channels (phone, email and chat) with empathy and efficiency
• Troubleshoot and identify technical issues related to our website, patient account, and internal tools
• Proactively identify and escalate trends in patient feedback to help drive process improvements and elevate the overall patient experience
• Remain knowledgeable on evolving product features, ensuring you can deliver accurate and effective support
• Adhere to HIPAA and other regulations to maintain security and confidentiality at all times
• Coordinate logistics for prescription insurance coverage and medication delivery
• Anticipate potential challenges that the patient might experience, collaborating with them and other team members to create smooth, end-to-end patient experiences
• Follow established workflows, templates, tools, and guidelines to maintain consistency and quality
• Keep clear, organized, and accurate records of all patient interactions
• Consistently meet or exceed individual and team performance goals, balancing quality, efficiency, and patient satisfaction
• Support multiple service lines as needed

What You Bring to the Role

• Strong verbal and written communication skills
• A genuine service mindset
• Comfortable adapting to systems, features, workflows, and policies in a dynamic environment
• Familiarity with technology, especially use of a computer
• A quiet, distraction-free space at home where you can interact with patients and manage sensitive information securely, maintaining confidentiality at all times

Physical Requirements

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7 to 8 hours per day
• Vision sufficient for use of a computer monitor

Required IT

• Reliable at home internet with a download speed of at least 25 Mbps and an upload speed of at least 5 Mbps