Customer Support Representative

About us:

Parsley Health is a digital health company with a mission to transform the health of everyone, everywhere with the world's best possible medicine. Today, Parsley Health is the nation's largest health care company helping people suffering from chronic conditions find relief with root cause resolution medicine. Our work is inspired by our members’ journeys and our actions are focused on impact and results.

The opportunity:

As a Customer Support Representative, you will provide a high level of customer service to Parsley Health Members by corresponding to inquiries both via email, SMS, and over the phone, performing onboarding calls, managing cancellation requests, answering questions about the Program, and resolving member complaints in a professional and timely manner. This role works closely with our clinical and sales departments to ensure member satisfaction and loyalty.

PST working hours are strongly preferred. 

What you’ll do:

• Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints
• Maintain ownership of member issues from receipt of the initial request to resolution
• Follow up with members to ensure their issues have been resolved to their satisfaction
• Maintain a comprehensive understanding of the company's products and services
• Utilize member feedback to identify opportunities for improvement and report trends
• Assist in developing initiatives to enhance member experience and satisfaction
• Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform. 
• Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries
• Ability to think on your feet and de-escalate member situations 
• Assist members with renewal questions and encourage continued care
• Collect feedback from members and process cancellations 
• Support members’ scheduling and member portal navigation needs and– troubleshooting as needed
• This is an evolving and growing department, and role requirements may change and expand as Parsley Health grows.
• Other duties as assigned

What you’ll need:

• At least one year of relevant work experience in a one-to-one client/patient-facing
• Healthcare tech/start-up experience preferred
• An empathetic customer-service approach that ensures your members feel heard and cared for
• Call management system experience preferred (i.e., Regal.io)
• A passion for helping others
• Excellent oral and written communication skills
• Can comfortably resolve issues over the telephone
• A detail-oriented mindset with …