[Hiring] Customer Support Agent I @Color Health

Role Description

As a Customer Support Agent I, you’ll play an important role in helping patients navigate their healthcare experience. You’ll serve as a first point of contact for patients, answering questions, troubleshooting common issues, and helping ensure they receive timely, accurate, and compassionate support. This is an entry-level opportunity for someone who enjoys helping people, communicates clearly, and thrives in a fast-paced, team-oriented environment. You’ll receive training on our services, systems, and processes to help you succeed.

What You'll Do:

• Respond to patient inquiries via phone, email, and SMS, providing timely, professional, and compassionate support.
• Resolve routine patient questions and issues, including account access, appointment scheduling, test kits, eligibility, and general service inquiries.
• Conduct outbound patient outreach as needed, including appointment reminders, follow-ups, and requests for additional information.
• Follow established standard operating procedures (SOPs) to ensure accurate, consistent, and efficient support.
• Accurately document patient interactions and resolutions in our customer support systems.
• Recognize when issues require additional assistance and escalate complex, clinical, or urgent concerns to the appropriate team.
• Meet established performance expectations for productivity, response times, quality, and patient satisfaction.
• Maintain patient confidentiality and follow all applicable privacy and security policies, including HIPAA.
• Collaborate with teammates and share feedback to help improve the patient experience and team processes.

Qualifications

• A genuine desire to help people, with a compassionate, patient-first mindset.
• Strong written and verbal communication skills, with the ability to explain information clearly and professionally.
• Excellent attention to detail and the ability to accurately follow instructions, procedures, and established workflows.
• Strong organizational skills, reliability, and the ability to manage multiple tasks efficiently.
• Basic problem-solving skills, with the ability to resolve routine issues independently and recognize when to ask for help.
• Comfort using computers and learning new software and technology.
• A positive, adaptable attitude and willingness to learn, receive feedback, and work collaboratively in a fast-paced environment.
• High school diploma or equivalent.

Requirements

• Previous customer service experience, including retail, hospitality, call centers, or other customer-facing roles.
• Experience in healthcare or familiarity with healthcare terminology.
• Experience using customer support or ticketing software (e.g., Zendesk).
• Spanish language proficiency.

Benefits

• Competitive pay
• Comprehensive medical, dental, vision, life, and disability benefits
• 401k match
• Monthly phone and wifi stipend and an annual ergonomic stipend
• Generous vacation policy, paid holidays and company-wide recharge days
• Equal paid parental leave for birthing and non-birthing parents
• Free cancer screening and prevention resources for employees and their adult dependents