Customer Success Agent I

Antidote Health; New York (NY); Hybrid; USD 40,000 - 50,000; Full time

Job summary

A healthcare technology company seeks a Customer Success Agent I to provide support to health plan members and telehealth patients. This hybrid position offers multiple shifts and a remote training program. Candidates should have at least one year of call center experience, ideally in the health insurance sector, and strong communication skills. Bilingual in Spanish is a plus. This role includes managing customer inquiries and providing quality support to enhance customer experience.

Qualifications

• Minimum one year of related experience in a high-volume call center.
• Experience in the health insurance industry preferred.
• Health Agent license is a plus but not required.

Responsibilities

• Respond to customer inquiries via phone, chat, and email.
• Assist members with questions about health plans and benefits.
• Document customer interactions in internal systems.
• Provide support in resolving issues or complaints.
• Coordinate telehealth appointments and assist with payments.

Skills

Strong communication skills

Customer-focused mindset

Basic computer skills

Organizational skills

Bilingual in Spanish

Education

Call center experience in health insurance

Experience with Google Workspace and Microsoft Office

Tools

Salesforce

Slack

Job description

Overview

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

Location: Hybrid - New York / Florida

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 are looking for passionate individuals with experience in customer care, particularly in the health insurance industry to enhance and differentiate the customer experience.

This is a remote position with multiple shift options.

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

• 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 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:
• Morning shift: 7:00 AM - 4:00 PM EST
• Mid-shift: 10:00 AM – 7:00 PM EST
• Late Shift: 4:00 PM – 1:00AM EST

Employment type

• Full-time

Seniority level

• Entry level

Industries

• Hospitals and Health Care

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