About this role
Serve as a Tier 1 Customer Success Agent and the first point of contact for patients via inbound and outbound phone calls. Resolve routine account, billing, and order-related questions while documenting in the CRM and escalating complex or clinical issues.
Key Responsibilities
- Answer inbound patient calls in a timely, professional manner
- Make outbound calls for follow-ups and issue resolution as needed
- Accurately document all call details in the CRM
- Follow established SOPs and escalation pathways
- Protect patient privacy and ensure HIPAA compliance
Technical Overview
Use a CRM to document call details and ensure process adherence. Apply HIPAA-compliant practices when handling patient privacy and follow defined SOPs and escalation pathways.
Ideal Candidate
The ideal candidate is an entry-level customer success or support professional who can serve as the first point of contact for patients through inbound and outbound phone calls. They document accurately in a CRM, follow SOPs and escalation pathways, and handle sensitive information with HIPAA compliance and strong de-escalation skills.
Must-Have Skills
Answer inbound patient calls in a timelyprofessional mannerMake outbound calls for follow-ups and issue resolution as neededAccurately document all call details in the CRMFollow established SOPscall handling standardsand escalation pathwaysProtect patient privacy and ensure HIPAA complianceAvoid providing medical advice and escalate clinical matters to the appropriate team
Nice-to-Have Skills
Not specified
Required Skills
phone-based customer supportinbound callsoutbound callsCRM documentationSOP adherenceescalation pathwaysHIPAA compliancepatient privacyde-escalationbilling and payment inquiriesorder status and shipping updatesaccount updatesgeneral non-clinical medication guidanceissue resolutionempathyactive listeningclear communicationprofessional phone mannertrust building
Hard Skills
phone-based customer supportinbound callsoutbound callsCRM documentationSOP (Standard Operating Procedures) adherencecall handling standardsescalation pathwaysHIPAA compliancepatient privacy protectionde-escalationbilling and payment inquiriesorder status and shipping updatesaccount updatesgeneral non-clinical medication guidanceissue resolution
Soft Skills
empathyactive listeningclear communicationprofessional phone mannertrust buildingde-escalationturning challenging interactions into positive outcomesdocumentation accuracyfollow process
Keywords for Your Resume
Customer Success Agent Tier 1Customer SuccessTier 1phone callsinbound patient callsoutbound callspatient experiencebilling and payment inquiriesorder status and shipping updatesaccount updatesde-escalateHIPAA compliancepatient privacyCRMSOPsescalation pathwaysavoid providing medical advicegeneral non-clinical medication guidancefirst point of contactissue resolutiontelehealthinbound callsbilling and paymentorder statusescalation
Deal Breakers
Must follow SOPs, escalation pathways, and call handling standards, Must demonstrate understanding of HIPAA compliance and patient privacy, Must not provide medical advice; must escalate clinical matters
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