Customer Service Representative II

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $24 - $26 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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LifeMD

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

LifeMD is a 50-state direct-to-patient telehealth company providing virtual primary care, diagnostics, and specialized treatments. They focus on men's and women's health, allergies, asthma, and dermatological issues. With a proprietary technology platform, a comprehensive medical group, and a nationwide mail-order pharmacy network, LifeMD aims to increase access to affordable healthcare. The company offers online consultations with board-certified doctors, covering various health concerns from weight management to chronic conditions, available anytime and anywhere.

📋 Description

• Handle inbound customer calls and messages, comprising approximately 80% of the role. • Act as an additional resource for CSR I chat questions when Team Leads and Supervisors are unavailable. • Serve as the first escalation point for calls, chats, email, SMS, and portal messages. • Resolve escalated patient situations, billing and refund exceptions, and complex account issues. • Route clinical questions, adverse events, and safety or urgent concerns to licensed clinical staff. • Hand off cases beyond authority to the Customer Service Team Lead with complete summaries. • Provide real-time process, policy, and system support to CSR I team members. • Report knowledge-base gaps, outdated articles, and recurring questions. • Escalate stalled pharmacy orders through designated email or Jira channels and track them to resolution. • File and monitor lost, damaged, and delayed shipment claims; adjust replacements, reships, and refunds according to SOP. • Contact patients about held orders, collect corrected information, and provide it to pharmacies. • Staff live chat and manage multiple concurrent chats. • Respond across phone, live chat, email, SMS, and in-app/patient portal messaging while meeting channel-specific SLAs. • Make outbound appointment reminder, onboarding, refill reminder, renewal, retention, win-back, and satisfaction calls. • Support account, subscription, scheduling, and order needs and share order or fulfillment status. • Verify patient identity before discussing PHI in accordance with HIPAA and company policy. • Process or route billing, payment, refund, and cancellation requests within authorization limits. • Document every interaction, escalation, claim, and outreach attempt in CRM, helpdesk, and telephony platforms. • Identify recurring platform, shipping, pharmacy, and carrier issues and report trends to the Team Lead. • Meet KPIs for response or handle time, resolution rate, quality score, and CSAT. • Complete required training on workflows, promotions, and policy changes across five telehealth verticals.

🎯 Requirements

• High school diploma or equivalent. • 1+ year of customer service experience - phone-based, chat/digital-based, or both. • Strong written and verbal communication skills - clear, empathetic, and accurate in both formats. • Comfortable navigating multiple software systems simultaneously (CRM/helpdesk, telephony, telehealth platform, knowledge base, and pharmacy escalation tools such as email and Jira) and switching between them within a shift. • Ability to type efficiently while on a live call, and to manage multiple concurrent chats when off the phone. • Willingness to be trained on and consistently follow HIPAA/PHI handling requirements. • Ability to learn and accurately apply program information across all five verticals - this role is organized by tier, not by vertical or by channel, so cross-program fluency is required from day one. • 12+ months of prior experience in healthcare, telehealth, pharmacy, or e-commerce fulfillment customer service, on phone or digital channels. • Experience with shipping carriers, claims, or order exception handling. • Experience with Jira or a similar ticketing tool. • Outbound sales, retention, or win-back call experience. • Familiarity with subscription/e-commerce billing models. • Bilingual (Spanish/English or other) a plus.

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, Roth 401k) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off • Paid Holidays • Short Term Disability • Training & Development