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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within a healthcare setting, with strong communication skills to convey complex information empathetically. Proficient in managing confidential patient data in compliance with HIPAA and familiar with insurance processes.
Highest-signal resume keywords
Customer Service ExperienceHealthcare KnowledgeProblem-Solving SkillsProficiency in Google ApplicationsFamiliarity with Insurance Processes
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceHealthcare PlatformsInsurance Approval ProcessesData Protection ProtocolsDocumentation SkillsTechnical SupportMultitaskingHIPAA ComplianceEMR ProficiencyZendesk Proficiency
Soft Skills
Strong Communication SkillsEmpathetic AttitudeSelf-StarterPositive Motivational AttitudeProblem-Solving
Tools & Technologies
Google G SuiteZendeskEMR Systems
Industry Keywords
HealthcarePatient Data ManagementCustomer Satisfaction MetricsHealth Tech StartupPrior AuthorizationsClaims Processing
About the role
Key responsibilities & impact- Provide comprehensive support to members through phone, text, email, and in-app messaging
- Provide timely technical and product support while meeting or exceeding SLAs
- Proactively follow up on unresolved inquiries or issues through full resolution
- Collaborate with clinical team members to provide accurate and timely information
- Document all member interactions in appropriate systems for care coordination
- Maintain up-to-date member information while respecting confidentiality and data protection protocols
- Become an expert on 9amHealth products and services
- Assist members with complex insurance approval processes
- Identify trends affecting the broader member base and communicate insights to the team
- Maintain a positive and empathetic attitude and champion operational changes
- Meet or exceed customer satisfaction metrics
- Prioritize inbound phone calls, partnership-team calls, in-app/text messages, inbound emails, and other assigned duties
Requirements
What you’ll need- 2+ years of experience in customer service in a healthcare setting
- Strong written and verbal communication skills, with the ability to explain complex healthcare information clearly and empathetically
- Self-starter with a positive, motivational attitude and ability to work independently
- Excellent problem-solving skills, including de-escalation and quick resolution abilities
- Proficiency in Google (G Suite) applications, customer service platforms such as Zendesk, and healthcare platforms such as EMRs
- Ability to multitask and manage priorities in a fast-paced environment
- Compassionate, patient-focused approach
- Willingness to work flexible hours, including early mornings, evenings, or weekends
- Reliable high-speed internet and a quiet, distraction-free workspace to ensure patient privacy
- Familiarity with insurance processes such as prior authorizations and claims
- Experience managing confidential patient data in compliance with HIPAA
- Experience working at a health tech startup preferred
- Proficiency in speaking Spanish preferred
- Must be authorized to work in the United States without visa sponsorship
- Must be willing and able to work Tuesday–Saturday shifts, Tuesday–Friday 5:30 a.m.–2:00 p.m. and Saturday 5:00 a.m.–2:30 p.m. PST
Benefits
Comp & perks- Professional development budget
- Support for continuing education
- Health insurance
- Dental insurance
- Vision insurance
- Flexible PTO
- Work from home options
- Collaborative learning environment
- Opportunity to make a meaningful impact on chronic disease management and patient outcomes