Customer Service Representative

🕒 5 days ago

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LumiMeds

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

🏥 Healthcare

💊 Pharmaceuticals

☁️ SaaS

Healthcare • Pharmaceuticals • SaaS

LumiMeds is a telehealth patient-management platform connecting patients with licensed medical providers to deliver personalized weight-loss and longevity injectable treatments. The company offers telehealth consultations, prescription evaluation, and nationwide delivery of prescription and compounded medications (GLP-1s like semaglutide, tirzepatide, and NAD+), with subscription plans, monthly follow-ups, and direct-to-consumer pricing that does not require insurance.

📋 Description

• Provide exceptional support to patients via phone, email, chat, and SMS • Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management • Guide patients through the telehealth experience with empathy, professionalism, and accuracy • Escalate clinical questions appropriately while maintaining patient confidence • Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues • Document every interaction accurately within CRM and patient management systems • Follow up proactively to ensure issues are fully resolved • Identify recurring patient pain points and recommend process improvements • Meet KPIs including response times, customer satisfaction, first contact resolution, and quality metrics • Represent the LumiMeds brand professionally in every patient interaction

🎯 Requirements

• 2+ years of experience in Customer Service, Patient Support, or Customer Experience • Experience supporting customers remotely via phone, chat, and email • Professional-level English communication skills, written and verbal • Strong problem-solving skills and ability to remain calm under pressure • Highly organized with excellent attention to detail • Comfortable handling multiple conversations and priorities simultaneously • Strong empathy without losing efficiency or accountability • Experience using CRM systems such as HubSpot, Salesforce, Zendesk, or similar • Comfortable working U.S. business hours • Self-motivated and able to work independently in a remote environment • Nice to have: experience in telehealth, healthcare, healthtech, wellness, SaaS, subscription-based businesses, startups, or high-growth companies • Nice to have: familiarity with HIPAA or healthcare privacy standards • Nice to have: experience with Slack, Dialpad, Intercom, or similar support platforms • Nice to have: comfort using AI tools such as ChatGPT, Claude, or Gemini