Customer Service Associate (Part-Time)

<p>Keep patients, pharmacies, and partners moving. You’ll own multi‑channel support (email/phone/ticketing), triage and route issues cleanly, and protect partner SLAs without creating operational noise. We’re looking for calm, precise communicators who document well and close the loop.</p><h3>What you’ll do</h3><ul> <li>Handle inbound/outbound contacts via email, ticketing, and phone; provide timely, clear updates.</li> <li>Triage and route issues in Jira and Slack using our tagging and escalation matrices.</li> <li>Monitor queues and escalate real-time risks.</li> <li>Resolve pharmacy/prescription questions (receipt checks, resend requests, clarifications with clinicians) and communicate next steps to patients/pharmacies.</li> <li>Assist with scheduling/rescheduling on partner or SteadyMD platforms and send confirmations using approved language.</li> <li>Capture crisp internal notes and patient-facing summaries; use internal macros to standardize replies; propose new snippets/SOP updates when you spot patterns.</li> <li>Protect HIPAA at every step (identity verification, least-necessary-information, secure systems).</li> </ul><h3>Schedule &amp; coverage</h3><ul> <li>Primary: Evenings and weekends (examples: 4:00 p.m.–9:00 p.m. CT weekdays; Sat/Sun rotating blocks).</li> <li>Flex: Ability to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes, launches, PTO, or outages.</li> <li>Training: Majority conducted Mon–Fri, roughly 6:00 a.m.–8:00 p.m. CT with some evening/weekend shadowing to cover scenarios you’ll support. Ops Associate Job Descr…</li> </ul><h3>Work location &amp; setup</h3><ul> <li>Remote within the continental U.S. Due to partner contracts, work cannot be performed outside U.S. territory.&nbsp;</li> <li>Company equipment provided</li> <li>Reliable high‑speed internet and a private, HIPAA‑suitable workspace are required.</li> </ul><p><strong>Requirements</strong></p><ul><li>3-5 years in customer support (healthcare/telehealth, pharmacy, medical office, or insurance helpful).</li></ul><ul> <li>Strong written + verbal communication; steady under pressure; friendly but concise.</li> <li>Comfortable in multi-system workflows (HelpScout, Jira, Slack, Google Workspace).</li> <li>Detail-oriented; follows playbooks and improves them.</li> </ul><p>No degree is required if experience demonstrates a good fit.</p><p><strong>Benefits</strong></p><ul> <li>Flexible scheduling within the posted shifts; two to four‑week schedule visibility.</li> <li>Equipment provided</li> <li>Skill growth: Hands‑on experience with telehealth operations, ticketing, and cross‑functional collaboration.</li> <li>Clear playbooks and real-time coaching; steady opportunities to propose SOP improvements.</li> </ul>