Customer Support Agent I

Color Health

4d • $18 - $22

About The Position

Color Health is seeking an entry-level Customer Support Agent I to help patients navigate their healthcare experience. The agent serves as a first point of contact, answering questions, troubleshooting common issues, and providing timely, accurate, and compassionate support. Training is provided on the company’s services, systems, and processes. The role involves supporting patients through phone, email, and SMS, documenting interactions, following established procedures, and escalating complex, clinical, or urgent matters to the appropriate team.

Requirements

• Genuine desire to help people and a compassionate, patient-first mindset.
• Strong written and verbal communication skills, with the ability to explain information clearly and professionally.
• Excellent attention to detail and ability to follow instructions, procedures, and established workflows accurately.
• Strong organizational skills, reliability, and ability to manage multiple tasks efficiently.
• Basic problem-solving skills, including resolving routine issues independently and recognizing when to ask for help.
• Comfort using computers and learning new software and technology.
• Positive, adaptable attitude and willingness to learn, receive feedback, and collaborate in a fast-paced environment.
• High school diploma or equivalent.

Nice To Haves

• Previous customer service experience, including retail, hospitality, call centers, or other customer-facing roles.
• Experience in healthcare or familiarity with healthcare terminology.
• Experience using customer support or ticketing software, such as Zendesk.
• Spanish language proficiency.

Responsibilities

• Respond to patient inquiries via phone, email, and SMS with timely, professional, and compassionate support.
• Resolve routine questions and issues related to account access, appointment scheduling, test kits, eligibility, and general services.
• Conduct outbound patient outreach as needed, including appointment reminders, follow-ups, and requests for additional information.
• Follow standard operating procedures to provide accurate, consistent, and efficient support.
• Document patient interactions and resolutions accurately in customer support systems.
• Recognize when issues require additional assistance and escalate complex, clinical, or urgent concerns to the appropriate team.
• Meet performance expectations for productivity, response times, quality, and patient satisfaction.
• Maintain patient confidentiality and comply with applicable privacy and security policies, including HIPAA.
• Collaborate with teammates and share feedback to improve the patient experience and team processes.

Benefits

• Competitive pay.
• Comprehensive medical, dental, vision, life, and disability benefits.
• 401(k) match.
• Monthly phone and Wi-Fi stipend and an annual ergonomic stipend.
• Generous vacation policy, paid holidays, and company-wide recharge days.
• Equal paid parental leave for birthing and non-birthing parents.
• Free cancer screening and prevention resources for employees and their adult dependents.
• The role may also be eligible for equity and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED