Customer Service Representative (Patient Support)
Position Type: Full-Time
Schedule: 9-hour shifts (includes 1-hour unpaid lunch)
About Fridays
Fridays is a mission-driven telehealth company dedicated to making high-quality, affordable care accessible to everyone. We provide life-changing medications, coaching, and ongoing support for weight care and wellness all delivered from the comfort of our patients homes.
Many of our patients come to us during vulnerable moments in their health journey. We take that responsibility seriously and approach every interaction with empathy, clarity, and accountability.
Position Overview
At Fridays, our Customer Service Representatives are more than support agents they are patient advocates. This role requires strong emotional intelligence, attention to detail, and adaptability. You will support patients via live chat, email, and phone while navigating multiple systems and managing time-sensitive concerns in a fast-paced startup environment.
You will also collaborate closely with internal teams and clinical partners to ensure patient concerns are resolved accurately, safely, and efficiently.
Key Responsibilities
- Provide empathetic and professional support through live chat, email, and inbound/outbound calls
- Assist patients with billing inquiries, refunds, subscriptions, and payment-related concerns
- Support patient portal access, navigation, and account troubleshooting
- Resolve technical and platform-related issues
- Address general questions regarding services, care plans, and next steps
- Communicate clearly and compassionately during sensitive or high-stress interactions
- Coordinate with clinical partners and internal teams to resolve care or medication-related concerns
- Accurately document all patient interactions to ensure continuity of care
- Identify issues requiring escalation and follow established workflows and protocols
- Manage multiple conversations and systems simultaneously in a high-volume environment
- Contribute to process improvements that enhance workflow efficiency and patient experience
Requirements
Qualifications
- 35 years of experience in customer service or patient support, preferably in healthcare, telehealth, or another regulated industry
- Strong empathy, patience, and emotional awareness
- Excellent written and verbal communication skills with a calm, professional tone
- Proven ability to thrive in a fast-paced startup environment with shifting priorities
- High attention to detail and ability to manage multiple systems simultaneously
- Comfortable working independently in a fully remote setup while meeting performance expectations
- Ability to follow structured processes while adapting quickly to change
- English proficiency at B2+ level (written and conversational)
Benefits
Benefits
- Great Place to WorkCertified company
- Premium HMO coverage
- Holistic employee experience programs
- Performance-based rewards and incentives
- Monthly engagement activities
- Career advancement opportunities
- Paid referral program
