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LifeMD

Customer Service Representative II

LifeMD

. Handle inbound customer calls and messages, comprising approximately 80% of the role.

Posted 10/20/2026full-timeRemote • New York • United StatesJunior💰 $24 - $26 per hourWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on effective communication and problem resolution across multiple channels. Proficient in navigating various software systems while adhering to HIPAA regulations and managing complex account issues.

Highest-signal resume keywords
Customer Service ExperienceStrong Written And Verbal Communication SkillsExperience With Jira Or Similar Ticketing ToolAbility To Navigate Multiple Software SystemsHealthcare Or Telehealth Customer Service Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer ServiceBilling And Refund ProcessingClaims HandlingTyping EfficiencyOrder Exception HandlingTelehealth Platform NavigationCRM DocumentationHIPAA ComplianceSubscription Billing FamiliarityOutbound Sales Experience
Soft Skills
EmpathyClear CommunicationOrganizational SkillsAdaptabilityTeam Collaboration
Tools & Technologies
CRMHelpdesk SoftwareTelephony SystemsJiraKnowledge Base
Industry Keywords
TelehealthE-Commerce FulfillmentHealthcarePharmacyCustomer Satisfaction

Tech Stack

Tools & technologies
Switching

About the role

Key responsibilities & impact
  • Handle inbound customer calls and messages, comprising approximately 80% of the role.
  • Act as an additional resource for CSR I chat questions when Team Leads and Supervisors are unavailable.
  • Serve as the first escalation point for calls, chats, email, SMS, and portal messages.
  • Resolve escalated patient situations, billing and refund exceptions, and complex account issues.
  • Route clinical questions, adverse events, and safety or urgent concerns to licensed clinical staff.
  • Hand off cases beyond authority to the Customer Service Team Lead with complete summaries.
  • Provide real-time process, policy, and system support to CSR I team members.
  • Report knowledge-base gaps, outdated articles, and recurring questions.
  • Escalate stalled pharmacy orders through designated email or Jira channels and track them to resolution.
  • File and monitor lost, damaged, and delayed shipment claims; adjust replacements, reships, and refunds according to SOP.
  • Contact patients about held orders, collect corrected information, and provide it to pharmacies.
  • Staff live chat and manage multiple concurrent chats.
  • Respond across phone, live chat, email, SMS, and in-app/patient portal messaging while meeting channel-specific SLAs.
  • Make outbound appointment reminder, onboarding, refill reminder, renewal, retention, win-back, and satisfaction calls.
  • Support account, subscription, scheduling, and order needs and share order or fulfillment status.
  • Verify patient identity before discussing PHI in accordance with HIPAA and company policy.
  • Process or route billing, payment, refund, and cancellation requests within authorization limits.
  • Document every interaction, escalation, claim, and outreach attempt in CRM, helpdesk, and telephony platforms.
  • Identify recurring platform, shipping, pharmacy, and carrier issues and report trends to the Team Lead.
  • Meet KPIs for response or handle time, resolution rate, quality score, and CSAT.
  • Complete required training on workflows, promotions, and policy changes across five telehealth verticals.

Requirements

What you’ll need
  • High school diploma or equivalent.
  • 1+ year of customer service experience - phone-based, chat/digital-based, or both.
  • Strong written and verbal communication skills - clear, empathetic, and accurate in both formats.
  • Comfortable navigating multiple software systems simultaneously (CRM/helpdesk, telephony, telehealth platform, knowledge base, and pharmacy escalation tools such as email and Jira) and switching between them within a shift.
  • Ability to type efficiently while on a live call, and to manage multiple concurrent chats when off the phone.
  • Willingness to be trained on and consistently follow HIPAA/PHI handling requirements.
  • Ability to learn and accurately apply program information across all five verticals - this role is organized by tier, not by vertical or by channel, so cross-program fluency is required from day one.
  • 12+ months of prior experience in healthcare, telehealth, pharmacy, or e-commerce fulfillment customer service, on phone or digital channels.
  • Experience with shipping carriers, claims, or order exception handling.
  • Experience with Jira or a similar ticketing tool.
  • Outbound sales, retention, or win-back call experience.
  • Familiarity with subscription/e-commerce billing models.
  • Bilingual (Spanish/English or other) a plus.

Benefits

Comp & perks
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, Roth 401k)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off
  • Paid Holidays
  • Short Term Disability
  • Training & Development