First Stop Health
First Stop Health
First Stop Health is a virtual healthcare provider founded in 2011, serving both individuals and businesses through a digital care platform. Its services include urgent care, primary care, mental health counseling, and health coaching, with care delivered by board-certified doctors, registered dietitians, health coaches, and licensed therapists. The company focuses on making healthcare more accessible and convenient while supporting patients across a broad range of physical and mental health needs.

Customer Support Representative at First Stop Health (Remote, US)

Provide remote customer support to members using First Stop Health’s 24/7 virtual urgent, primary, and mental healthcare services. Resolve inquiries, technical issues, and support cases.

Description

  • Act as the initial contact for members, clients, providers, pharmacies, and clinicians
  • Provide end-to-end customer support, including technical assistance
  • Manage assigned queues covering internal cases, emails, faxes, voicemails, and follow-ups
  • Organize and complete tasks in a fast-paced, deadline-focused remote setting
  • Work with Microsoft Office, Salesforce Service Cloud, and other applicable platforms
  • Process personal health information in line with state and federal regulations
  • Investigate and resolve service issues through helpdesk systems
  • Partner with internal teams to address customer concerns
  • Maintain thorough records of customer interactions
  • Refer unresolved issues, missed opportunities, and process deficiencies to leadership
  • Communicate promptly and professionally across verbal, written, and digital channels
  • Provide coverage during daytime, evening, and overnight shifts, including weekends and holidays

Requirements

  • Working knowledge of medical terminology and foundational healthcare operations
  • Familiarity with HIPAA requirements for protecting personal health information
  • Three to five years of experience in customer support, technical support, or client services
  • Previous call center or medical office experience is preferred
  • Strong written and verbal communication abilities
  • Highly organized, with strong interpersonal skills
  • Able to work independently in a remote, deadline-driven environment
  • Advanced proficiency with Microsoft Office Suite
  • Experience using CRM and helpdesk systems, including Salesforce and Service Cloud, is preferred
  • Skilled in managing support tickets and handling complex customer interactions
  • Analytical, detail-oriented, and committed to solving problems
  • Some college coursework is a plus
  • Spanish bilingual proficiency is a plus

Benefits

  • Multiple health and medical coverage options
  • Dental and vision insurance
  • Disability and life insurance coverage
  • Monthly medical waiver allowance for employees who decline medical coverage
  • Remote-first work environment
  • Flexible paid time off
  • Summer Fridays
  • Employer-matched 401(k) plan
  • Monthly phone allowance
  • First Stop Health virtual urgent care, mental health, and primary care services from the first day

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