Customer Support Associate

• Contact US labs, mobile phlebotomy vendors, and other partners about turnaround times, result status, demographic corrections, order status, and redraws
• Manage the Tier 1 call-request queue, prioritize by urgency, and meet response-time targets
• Follow SOPs precisely and flag items that cannot be completed or require escalation
• Document every call outcome accurately in designated templates
• Persistently follow up with labs and partners until issues are resolved
• Identify SOP gaps, recurring issues, and process improvements
• Potentially handle billing cases, including refunds and chargebacks, as the role expands
• Coordinate with the Tier 1 Customer Support team and Philippines-based Operations team
• Success measured by response-time performance, documentation accuracy and completeness, and actionable notes

• 4+ years in customer support, call center, or BPO supporting US-based clients, preferably in healthcare
• Experience making outbound calls to businesses and capturing information accurately
• Clear, confident, and professional phone communication in English, including with US-based businesses
• Strong accuracy with names, dates, IDs, and results
• Ability to perform structured, process-driven work consistently
• Persistence with hold times, callbacks, and follow-ups
• Ability to distinguish between following process and escalating issues for human decision
• Care and discretion when handling sensitive patient health information
• Comfortable with Pylon, Zendesk, and Slack
• Willingness to work Monday–Friday, 9am–6pm ET, approximately overnight hours in the Philippines
• Home internet with at least 100 Mbps download and upload, backup internet, and backup power
• Nice to have but not required: US healthcare, lab, or medical billing experience; HIPAA training; billing disputes, refunds, or chargebacks experience

• Potential to extend the 6-month contract based on performance and need
• Remote work arrangement
• Overnight shift schedule aligned with US Eastern Time