Description
Keep patients, pharmacies, and partners moving. You’ll own multi‑channel support (email/phone/ticketing), triage and route issues cleanly, and protect partner SLAs without creating operational noise. We’re looking for calm, precise communicators who document well and close the loop.
What you’ll do
- Handle inbound/outbound contacts via email, ticketing, and phone; provide timely, clear updates.
- Triage and route issues in Jira and Slack using our tagging and escalation matrices.
- Monitor queues and escalate real-time risks.
- Resolve pharmacy/prescription questions (receipt checks, resend requests, clarifications with clinicians) and communicate next steps to patients/pharmacies.
- Assist with scheduling/rescheduling on partner or SteadyMD platforms and send confirmations using approved language.
- Capture crisp internal notes and patient-facing summaries; use internal macros to standardize replies; propose new snippets/SOP updates when you spot patterns.
- Protect HIPAA at every step (identity verification, least-necessary-information, secure systems).
Schedule & coverage
- Primary: Evenings and weekends (examples: 4:00 p.m.–9:00 p.m. CT weekdays; Sat/Sun rotating blocks).
- Flex: Ability to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes, launches, PTO, or outages.
- Training: Majority conducted Mon–Fri, roughly 6:00 a.m.–8:00 p.m. CT with some evening/weekend shadowing to cover scenarios you’ll support. Ops Associate Job Descr…
Work location & setup
- Remote within the continental U.S. Due to partner contracts, work cannot be performed outside U.S. territory.
- Company equipment provided
- Reliable high‑speed internet and a private, HIPAA‑suitable workspace are required.
Requirements
- 3-5 years in customer support (healthcare/telehealth, pharmacy, medical office, or insurance helpful).
- Strong written + verbal communication; steady under pressure; friendly but concise.
- Comfortable in multi-system workflows (HelpScout, Jira, Slack, Google Workspace).
- Detail-oriented; follows playbooks and improves them.
No degree is required if experience demonstrates a good fit.
Benefits
- Flexible scheduling within the posted shifts; two to four‑week schedule visibility.
- Equipment provided
- Skill growth: Hands‑on experience with telehealth operations, ticketing, and cross‑functional collaboration.
- Clear playbooks and real-time coaching; steady opportunities to propose SOP improvements.
