Customer Success Agent I

SUMMARY

Antidote Health's mission is to redefine healthcare by providing affordable, high-quality, accessible care and insurance products. The Customer Success Agent I plays a key role in achieving this mission by delivering exceptional support to our health plan members, telehealth patients, brokers, and providers. We're looking for passionate individuals with experience in customer care, particularly in the health insurance industry to enhance and differentiate the customer experience.

Responsible for providing accurate, timely, and meaningful information to members and customers, ensuring stellar service in accordance with compliance and regulatory guidelines in a fast-paced inbound and outbound phone, chat, and email Customer Support Center.

This is a hybrid position with multiple shift options.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to customer inquiries through phone, chat, and email while maintaining professionalism and confidentiality in compliance with HIPAA guidelines.
• Assist members with basic questions regarding health plans, benefits, enrollment processes, and appointment scheduling.
• Provide support in resolving common issues, concerns, or complaints while escalating more complex issues to Level 2/3 agents or supervisors.
• Document customer interactions accurately in internal systems.
• Demonstrate empathy, patience, and active listening to meet and exceed customer expectations.
• Coordinate telehealth appointments using scheduling systems.
• Assist with premium payment processes and general account inquiries.
• Perform basic troubleshooting and escalate issues as needed.
• Proactively follow-up on customer requests to ensure resolution.

Work regularly scheduled shifts, including possible overtime or weekend shifts, based on operational needs.

Performs other duties as assigned.

QUALIFICATIONS

To perform this job successfully, candidates should possess the following. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions:

• Strong communication skills, including verbal and written proficiency.
• A customer-focused mindset with an eagerness to learn and grow.
• Basic computer skills and familiarity with tools such as Google Workspace and Microsoft Office.
• Strong organizational skills and attention to detail.
• Bilingual in Spanish is a plus but not required.

EDUCATION AND EXPERIENCE

• Experience with Google Workspace, Microsoft Office Suite, and internal communication systems such as Slack or Microsoft Teams.
• Minimum one year of related experience in a high-volume phone, email, and text messaging call center.
• One year of call center experience in the health insurance industry is preferred.
• Salesforce experience is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

• A Health Agent license is a plus but not required.

WORK ENVIRONMENT

• This is a partially remote position.
• Must have a quiet, distraction-free workspace to perform duties effectively from home.
• Work location must be secure and private to maintain HIPAA compliance.
• Office equipment will be supplied.
• This position does not require travel.

TRAINING EXPECTATIONS

• You will attend a minimum 3-4 week remote training program.
• Attendance is mandatory for the full training program.
• Training hours: Monday through Friday, 9:00 AM - 4:30 PM EST
• You will be required to take regular open-book competency and retention exams during all weeks of training, with a passing grade of 90% or above.
• No time off within the first 90 days of employment except for emergencies. If approved, any time off within this period will be unpaid.

WORK SHIFTS AVAILABLE

Shift flexibility is required. Shift availability is based on staffing needs, with no guaranteed shifts.

Available Full-Time shift options:

1) Sunday - Thursday

2) Tuesday - Saturday

o Morning shift: 7:00 AM - 4:00 PM EST

o Mid-shift: 10:00 AM – 7:00 PM EST

• Late Shift: 4:00 PM – 1:00AM EST

Industry

Hospitals and Health Care

Employment Type

Full-time

Experience Level: At least one year in a call center customer service role.