This role provides front-line technical and operational support to patients and healthcare providers, resolving non-clinical issues across systems such as prescriptions, billing, and eligibility. It requires timely, high-quality communication across multiple channels while coordinating with internal and cross-functional teams to research, document, and resolve complex support cases.
Compensation & Perks
Salary Range: Up to 60,000/month or $6/hour(Final offer based on skills and experience matched to role requirements)
Work Setup: 100% permanent work-from-home
Bonuses:
- $25 monthly perfect attendance bonus
- Performance bonus
- Anniversary bonus (5,000 at 1 year; 10,000 at 2 years)
- $300 referral bonus per successful hire
Paid Parental Leave
Paid Time Off:
- 7 holiday PTO days/year
- 6 regular PTO days/year
Health Coverage: Comprehensive HMO plan
What You'll Do
- Provide technical assistance to patients and providers via email, chat, and phone in a timely manner, contributing to team goals around response times
- Coordinate between patients, providers (doctors), pharmacies, and internal teams to resolve non-clinical issues (e.g., prescription transmission issues, pharmacy availability, eligibility questions)
- Manage support cases that require research, follow-ups, and cross-tool investigation, not just single-touch responses
- Communicate with providers via Slack and document outcomes clearly in Zendesk
- Handle refunds, billing, and payment-related workflows using internal tools and SOPs
- Track and document cases using spreadsheets (Google Sheets / Excel) as part of operational workflows
- Balance speed and quality of care, ensuring users feel supported and informed even when issues take time to resolve
- Reference Knowledge Base & internal resources to find relevant answers
- Communicate via Slack to cross-functional teams (Engineering, Product, Etc) when needed to resolve issues
- Follow processes to escalate inquiries as necessary
What We're Looking For
- 2+ years experience with Zendesk or similar ticketing platform (Zendesk strongly preferred)
- Strong written and verbal English communication skills, including professional phone presence
- Demonstrated ability to learn complex, nuanced workflows quickly and apply judgment when SOPs don't cover every scenario
- Comfort working across multiple tools simultaneously (Zendesk, Slack, spreadsheets, internal admin systems)
- Experience supporting customers in high-trust environments (e.g., healthcare, fintech, insurance, marketplaces, or regulated industries)
- Openness to working one weekend day if a change in schedule is needed
Nice-to-haves
- Advanced technical skills and understanding
- Experience supporting telehealth, healthcare, or health-adjacent platforms
- Familiarity with Zendesk, JIRA, or similar ticketing/escalation tools
- Experience using Google Sheets / Excel for tracking, lookups, or operational reporting
- Exposure to payments or billing systems (e.g., refunds, payment processors like Stripe/Braintree)
- Prior experience coordinating with external partners (doctors, vendors, payers, pharmacies)
Soft Skills
- Demonstrates a high level of empathy, ownership, and care in every user interaction
- Comfortable making judgment calls when issues fall outside documented SOPs
- Proactively follows up on open issues rather than waiting for reminders
- Takes feedback seriously and applies learnings to future cases
- Resourceful, able to utilize available resources to find answers
- Willing to ask questions when something isn't clear or needs further explanation
- Curiosity! Eager to learn & understand our products & processes
- Attention to detail; thoroughly reads/actively listens to understand issues, closely follows processes, double checks work/tests before solving ticket
Why You'll Love Working Here
At GrowthAssistant, you'll collaborate with a diverse, talented team, sharpen your skills with global clients, and make an impact in your career. We value your growth and recognize your contributions every step of the way.
Apply today and take the next step in your career with GrowthAssistant!
