Agent, CX (Temp to Perm)
About The Position
As a Temp to Perm Customer Experience (CX) Agent, you will be the first point of contact for patients needing non-clinical support for our service lines on a 90 day contract with an option to convert to a permanent role. You will assist with care, creativity, and attention to details while following safe, compliant procedures. If you’re organized, independent, and driven by our mission, this role is for you. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions. Note: Conversion to a permanent role is dependent on business need and individual performance.
Requirements
- Strong verbal and written communication skills
- A genuine service mindset
- Comfortable adapting to systems, features, workflows, and policies in a dynamic environment
- Familiarity with technology, especially use of a computer
- A quiet, distraction-free space at home where you can interact with patients and manage sensitive information securely, maintaining confidentiality at all times
- Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7 to 8 hours per day
- Vision sufficient for use of a computer monitor
- Reliable at home internet with a download speed of at least 25 Mbps and an upload speed of at least 5 Mbps
Responsibilities
- Serve as the first point of contact for patients, resolving questions and concerns across multiple platforms, contact channels, and service lines with empathy and efficiency
- Troubleshoot and identify technical issues related to our website, patient account, and internal tools
- Proactively identify and escalate trends in patient feedback to help drive process improvements and elevate the overall patient experience
- Remain knowledgeable on evolving product features, ensuring you can deliver accurate and effective support
- Adhere to HIPAA and other regulations to maintain security and confidentiality at all times
- Coordinate logistics for prescription insurance coverage and medication delivery
- Anticipate potential challenges that the patient might experience, collaborating with them and Thirty Madison team members to create smooth, end-to-end patient experiences
- Follow established workflows, templates, tools, and guidelines to maintain consistency and quality
- Keep clear, organized, and accurate records of all patient interactions
- Consistently meet or exceed individual and team performance goals, balancing quality, efficiency, and patient satisfaction
- Support multiple service lines as needed
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
