Customer Service Representative
Customer Service Representative (Telehealth)
About the Role
This isn't a traditional call center role.
At LumiMeds, our Customer Service Representatives are the first point of contact for patients who trust us with their health journey. You're not simply answering questions—you'll help patients navigate our platform, resolve issues with empathy and urgency, and ensure every interaction leaves them feeling supported.
We're looking for someone who thrives in a fast-paced startup environment, takes ownership of problems, and enjoys helping people. If you need step-by-step instructions for every situation, this probably isn't the right role. If you enjoy solving problems, thinking critically, and creating an exceptional patient experience, we'd love to meet you.
What You'll Own
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
What We're Looking For
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
Nice to Have
Experience in telehealth, healthcare, healthtech, wellness, or SaaS
Experience supporting subscription-based businesses
Familiarity with HIPAA or healthcare privacy standards
Experience with Slack, Dialpad, Intercom, or similar support platforms
Experience working in startups or high-growth companies
Comfortable using AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity and customer support workflows
Success in This Role Looks Like
Patients consistently rate your support highly
You resolve issues efficiently while maintaining empathy
You take ownership instead of passing problems to others
You communicate clearly across teams and with patients
You proactively identify opportunities to improve the patient experience
You thrive in an environment where priorities evolve quickly
Why LumiMeds?
We're building a company where patient experience is just as important as clinical outcomes. Every conversation matters, every interaction builds trust, and every team member has the opportunity to make a meaningful impact on someone's health journey.
If you're excited about helping people, solving problems, and being part of a fast-growing telehealth company, we'd love to hear from you.