Cx Agent

Summary

Join Thirty Madison as a Customer Experience Agent specializing in chat support, where you'll be the primary point of contact for patients, resolving their concerns and questions through our application and messaging system. You will coordinate prescription logistics, advocate for patients with insurance companies and pharmacies, and proactively identify potential challenges to improve the overall patient experience. This role requires at least two years of written customer support experience, strong communication skills, and a service-oriented mindset. Thirty Madison offers a competitive compensation package including a base pay, an annual incentive plan, stock options, robust health benefits, paid time off, and various stipends. We are committed to building a diverse and inclusive workplace and encourage applications from all qualified individuals.

Requirements

• At least two years of written customer support experience
• Strong verbal and written communication skills - you’ll be the main point of contact between Thirty Madison and our patients
• Service mindset - you put yourself in other people’s shoes, act with empathy, and communicate clearly, kindly, and directly with patients and internal team members
• Familiarity with technology, especially use of a computer
• A quiet place in your home to receive inbound and place outbound calls
• Regular and reliable attendance, adherence to a scheduled shift
• Reliable at home internet with a download speed of at least 25 Mbps and an upload speed of at least 5 Mbps

Responsibilities

• Assisting patients to fully resolve concerns and questions, both through the Thirty Madison application and our customer support message system
• Spend 95% of your time focused on supporting our patients over chat
• Coordinate logistics associated with prescription insurance and medication delivery
• Advocate on the patient's behalf with insurance companies and pharmacies
• Anticipate potential challenges that the patient might experience, and collaborate with them and Thirty Madison team members to improve the end-to-end patient experience
• Keep organized records of patient interactions
• Other duties as assigned

Preferred Qualifications

• Ability to speak Spanish is a plus
• Experience in a pharmacy, medical office, or fast-paced startup
• Familiarity with Zendesk
• Background in customer service chat support, especially balancing multiple chats in a fast-paced environment

Benefits

• Base pay range of $18.50 per hour
• Annual Incentive Plan + Stock Option Package
• Robust and affordable Health, Dental, and Vision plan options
• 401k with a match, commuter benefits, and FSA
• Annual $750 vacation stipend and $500 happiness stipend
• Vacation time off policy - up to 10 vacation days accrued your first year. Vacation time begins accruing immediately