Customer Service Representative

Responsibilities

• Provide exceptional support to patients via phone, email, chat, and SMS
• Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management
• Guide patients through the telehealth experience with empathy, professionalism, and accuracy
• Escalate clinical questions appropriately while maintaining patient confidence
• Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues
• Document every interaction accurately within CRM and patient management systems
• Identify recurring patient pain points and provide recommendations to improve processes
• Meet established KPIs including response times, CSAT, and quality metrics

Requirements

• 2+ years of experience in Customer Service, Patient Support, or Customer Experience
• Experience supporting customers remotely via phone, chat, and email
• Professional-level English communication skills (written and verbal)
• Experience using CRM systems such as HubSpot, Salesforce, or Zendesk
• Ability to work U.S. business hours
• Self-motivated and able to work independently in a remote environment

Preferred Qualifications

• Experience in telehealth, healthcare, healthtech, or wellness
• Experience supporting subscription-based businesses
• Familiarity with HIPAA or healthcare privacy standards
• Experience with Slack, Dialpad, or Intercom
• Experience working in startups or high-growth companies
• Proficiency using AI tools like ChatGPT, Claude, or Gemini

About the Company

LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health, building next-generation e-commerce and clinical infrastructure.