Customer Success Representative

Job Summary

The main objective of this role is to handle email and Slack inquiries/issues in a timely manner.

• Respond to patient/customer questions via Zendesk.
  

• Review, complete, and close tickets that are assigned.
  

• Communicate in a kind, compassionate, and professional manner with patients, as this is a very underserved community that deserves optimal care and treatment.
  

• Be willing to learn how to use Healthie (the electronic health record system we use).
  

• Complete daily checklists.
  

Overall, a Customer Service Representative plays a pivotal role in ensuring that patients have a smooth and positive experience when using our telehealth service while adhering to privacy and security regulations. They are often the first point of contact for patients and contribute significantly to Fridays’ reputation and patient satisfaction.

Responsibilities

• Answer emails or messages from patients seeking assistance.
  

• Provide guidance on how to schedule appointments, access the telehealth platform (Healthie), and navigate the online patient portal.
  

• Assist patients with technical issues related to telehealth software or mobile applications, such as login problems, video/audio issues, or troubleshooting.
  

• Manage appointment bookings and cancellations for patients, ensuring accurate scheduling and timely reminders.
  

• Verify insurance information is uploaded, and assist patients with uploading documents if needed.
  

• Explain the telehealth billing process, co-pays, and deductibles.
  

• Educate patients about the telehealth process, including consent forms, privacy policies, and security measures.
  

• Address billing inquiries and disputes; assist patients in understanding invoices and coordinate with the billing department as needed.
  

• Resolve patient complaints, concerns, or disputes professionally and empathetically.
  

• Collaborate with healthcare providers to facilitate telehealth appointments, relay patient information, and address any issues or questions.
  

• Accurately record patient information, interactions, and service requests in the company’s CRM system.
  

• Participate in quality assurance programs and provide feedback to improve service quality.
  

• Stay up to date with healthcare regulations and telehealth industry standards to ensure compliance.
  

• Participate in ongoing training programs to enhance telehealth technology and support skills.
  

• Collaborate with departments such as IT (Healthie), OpenLoop (clinical group), and operations (Fridays co-founders) to improve patient experience.
  

• Generate reports on customer inquiries, trends, and feedback to support data-driven service improvements.
  

• Demonstrate excellent communication skills, empathy, and active listening to build patient trust and rapport.
  

Requirements

Requirements

• English level B2+ (conversational and written)
  

• 1–2 years of experience in customer service
  

• Proficient in Zendesk (CRM), RingCentral, and Slack
  

• Experience in the healthcare industry is a plus
  

• Work schedule: Wednesday through Sunday, 8:00 AM – 5:00 PM EST (Monday and Tuesday off)
  

• Strong organizational and tracking skills
  

Benefits

Benefits

• Great Place to Work–Certified Company
  

• Premium HMO
  

• Holistic employee experience
  

• Work-from-home and hybrid work setup
  

• Rewards and incentives
  

• Monthly engagement activities
  

• Career advancement opportunities
  

• Paid referral program