Customer Support Representative

Customer Support Representative

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages. We are proud to be recognized as one of Fast Company’s Most Innovative Companies.

• First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible.
• For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.
• First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays.
• Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being.
• The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions — Urgent Care, Mental Health, and Primary Care — from their very first day!

Our Customer Support team operates 24 hours a day, 7 days a week, 365 days a year to ensure continuous assistance for our customers. Team members are expected to maintain a flexible schedule that supports coverage across day, evening, and overnight shifts—including weekends and holidays.

While we strive to provide a consistent 40-hour weekly schedule, business needs may occasionally require shift adjustments to maintain uninterrupted service. We offer a variety of fixed shift blocks to promote predictability and balance.

Shift swaps may be permitted on a limited basis and must receive prior approval from the hiring manager.

In this role, you will be a vital part of our Customer Support team, serving as the first point of contact for customer inquiries, troubleshooting issues, and ensuring a seamless experience across our virtual care services—including urgent care, primary care, mental health counseling, and health coaching.

• Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency
• Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow‑up actions, ensuring timely resolution
• Independently prioritize and execute tasks in a fast‑paced, deadline‑driven remote environment
• Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to support daily operations
• Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI)
• Investigate and resolve service‑related issues using helpdesk platforms, with a preference for Salesforce Service Cloud
• Collaborate cross‑functionally with internal teams to ensure accurate and timely resolution of customer concerns
• Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership
• Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud

• Solid understanding of medical terminology and basic healthcare operations.
• Familiarity with HIPAA regulations governing the privacy and security of personal health information
• 3–5 years of experience in customer…