Customer Experience Agent, Thirty Madison

• At least two years of written customer support experience
• Strong verbal and written communication skills - you’ll be the main point of contact between Thirty Madison and our patients
• Service mindset - you put yourself in other people’s shoes, act with empathy, and communicate clearly, kindly, and directly with patients and internal team members
• Familiarity with technology, especially use of a computer
• A quiet place in your home to receive inbound and place outbound calls
• Regular and reliable attendance, adherence to a scheduled shift
• 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
• Reliable at home internet with a download speed of at least 25 Mbps and an upload speed of at least 5 Mbps

Desirable

• As a Customer Experience Agent, with an emphasis on chat support, you are passionate about supporting patients and serving as the best point of contact
• Additionally, the Care Team is passionate about details and adhering to safe and compliant procedures that positively impact our patients health
• A Customer Care role means being creative about solving problems, feeling empowered to work independently, with the ability to think outside the box
• Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions
• Assisting patients to fully resolve concerns and questions, both through the Thirty Madison application and our customer support message system
• Spend 95% of your time focused on supporting our patients over chat
• Coordinate logistics associated with prescription insurance and medication delivery
• Advocate on the patient's behalf with insurance companies and pharmacies
• Anticipate potential challenges that the patient might experience, and collaborate with them and Thirty Madison team members to improve the end-to-end patient experience
• Keep organized records of patient interactions
• Other duties as assigned