Customer Service Representative

LumiMeds

Customer Service Representative providing support for patients at a U.S.-based telehealth startup. Managing inquiries across multiple channels while ensuring an exceptional patient experience.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing exceptional patient support through effective communication and problem-solving skills, while utilizing CRM systems to document interactions and improve processes. Capable of managing multiple priorities in a remote environment while maintaining high standards of professionalism and empathy.

Highest-signal resume keywords

Customer Service ExperienceCRM System ProficiencyProfessional-Level English CommunicationProblem-Solving SkillsEmpathy in Patient Interactions

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient SupportAppointment ManagementBilling ResolutionPrescription ManagementTelehealth GuidanceDocumentation AccuracyKPI AchievementProcess Improvement

Soft Skills

EmpathyAttention to DetailOrganizational SkillsCalm Under PressureSelf-Motivation

Tools & Technologies

HubSpotSalesforceZendesk

Industry Keywords

Customer ExperienceRemote SupportPatient ManagementU.S. Business Hours

About the role

Key responsibilities & impact

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 our CRM and patient management systems
Follow up proactively to ensure issues are fully resolved
Identify recurring patient pain points and provide recommendations to improve processes
Meet established KPIs including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics
Represent the LumiMeds brand with professionalism in every patient interaction

Requirements

What you’ll need

2+ years of experience in Customer Service, Patient Support, or Customer Experience
Experience supporting customers remotely (phone, chat, and email)
Professional-level English communication skills (written and verbal)
Strong problem-solving skills and the ability to remain calm under pressure
Highly organized with excellent attention to detail
Comfortable handling multiple conversations and priorities simultaneously
Strong empathy without losing efficiency or accountability
Experience using CRM systems such as HubSpot, Salesforce, Zendesk, or similar
Comfortable working U.S. business hours
Self-motivated and able to work independently in a remote environment

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development