Customer Support Specialist - Marketing-Consumer Info Services

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist - Marketing-Consumer Info Services based in United States.** The Customer Support Specialist serves as an important first point of contact for prospective and current patients, creating a warm, professional, and helpful experience across every interaction. This role manages high-volume inbound calls, emails, chats, and social media inquiries while providing accurate information and timely assistance. Responsibilities span general service inquiries, physician referrals, class and event registrations, portal support, laboratory services, and pharmacy-related questions. The position requires strong judgment, attention to detail, and the ability to manage sensitive patient information while maintaining confidentiality. You will also support service recovery, identify recurring issues, and use customer feedback and operational insights to improve the overall experience. Success requires balancing speed and accuracy in a fast-paced environment while maintaining a consistently high standard of communication and empathy. This is a full-time customer support opportunity for someone who enjoys helping people, solving problems, and working across multiple healthcare service areas. ### Accountabilities: - Serve as a primary point of contact for prospective and current patients, providing professional, courteous, and welcoming support across calls, emails, chats, and social media interactions. - Manage a high volume of inbound customer contacts, handling general information requests, service inquiries, physician referrals, class and event registrations, portal support, and program-related questions. - Provide laboratory support by scheduling and canceling appointments, researching lab order status, sharing laboratory hours and locations, faxing results, processing physician add-on requests, and assisting with special projects. - Support pharmacy services in accordance with applicable regulations and organizational policies, including prescription access, medication refill coordination, pharmacy-related inquiries, and communication with pharmacists and healthcare teams. - Accurately document customer interactions, code calls appropriately, maintain demographic information, verify patient identifiers, and protect confidential information. - Process credit card transactions responsibly and accurately while performing appropriate data-entry and documentation checks. - Demonstrate sound judgment when handling complaints, proactively provide service recovery, and escalate significant or sensitive issues to leadership when appropriate. - Follow established call-flow processes, communication standards, service protocols, scripting, and customer experience expectations. - Maintain strong knowledge of healthcare services, laboratory offerings, digital tools, programs, classes, insurance information, and current marketing initiatives in order to provide accurate and useful guidance. - Monitor and respond to social media comments and feedback in accordance with approved protocols and brand voice guidelines, ensuring feedback is routed appropriately and relevant trends are captured. - Use customer interactions, feedback, and operational observations to identify potential database or process issues and recommend improvements to leadership. - Complete assigned off-phone activities accurately and on time, including rosters, appointment-related communications, letters, faxes, and other administrative tasks. - Support equal distribution of incoming calls and applicable social media interactions while contributing to shared departmental priorities. - Identify appropriate opportunities to introduce customers to relevant services, programs, classes, or physician referrals. - Communicate clearly and patiently with callers, including individuals who may have difficulty hearing or understanding information, providing step-by-step instructions when needed. - Maintain professional and respectful communication with program managers, physicians' office staff, laboratory teams, and other internal stakeholders through phone and written correspondence. - Stay current on departmental communications, class updates, process changes, and new procedures, applying new information consistently in customer interactions. ### Requirements: - High school diploma or equivalent. - At least 2 years of experience serving customers in a service-oriented environment, preferably within a call center, laboratory, medical office, or healthcare setting. - At least 2 years of experience handling approximately 80–100 calls per day in a fast-paced environment. - Less than 1 year of experience with financial transactions, Windows-based data-entry applications, and Microsoft Word for business documentation. - Experience monitoring social media channels and using social media management tools is preferred. - Strong written and verbal communication skills in English, with professional grammar, clear speech, and the ability to communicate information effectively over the phone and in writing. - Excellent customer service skills, including patience, empathy, professionalism, active listening, and the ability to maintain a helpful tone during challenging interactions. - Strong attention to detail and accuracy when documenting calls, entering data, processing transactions, and handling patient information. - Ability to protect confidential information and appropriately verify patient identity and demographic details. - Strong judgment and problem-solving skills, particularly when managing complaints, service recovery, sensitive situations, and escalations. - Ability to work efficiently under pressure while balancing high call volumes with quality, accuracy, and customer experience standards. - Comfortable learning and maintaining knowledge of multiple healthcare services, programs, systems, procedures, and resources. - Strong teamwork and collaboration skills, with the ability to work effectively across departments and communicate with a range of internal stakeholders. - Demonstrated reliability, organization, and ability to manage both customer-facing and administrative responsibilities within established deadlines. ### Benefits: - Full-time employment. - Hourly pay range of **$25.30–$34.00**, with a midpoint of **$30.36 per hour**. - Actual pay determined by factors including experience, skills, education, internal alignment, market conditions, position requirements, and employer business practices. - No on-call requirement indicated for the position. - Opportunity to support patients and community members across a broad range of healthcare services. - Exposure to multiple customer service channels, including phone, email, chat, and social media. - Opportunity to develop experience across healthcare customer support, laboratory services, pharmacy support, digital patient services, and community engagement. - Equal opportunity and affirmative action employment environment. - Reasonable accommodations available for qualified individuals with disabilities.