Customer Support Agent I

Color; United States; On-site; USD 24,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision, life, and dis

Job summary

Color Health is hiring a Customer Support Agent I to guide patients through their healthcare journey. You will handle inquiries by phone, email, and SMS, addressing routine questions and helping with scheduling, test kits, and eligibility.

You’ll document interactions and escalate urgent concerns as needed. We value a compassionate, detail-oriented communicator who thrives in a fast-paced environment and collaborates with teammates to continuously improve patient experiences.

Qualifications

• High school diploma or equivalent required.
• Strong written and verbal communication with a patient-first approach.
• Excellent attention to detail and ability to follow SOPs.
• Organized, reliable, and able to manage multiple tasks.
• Comfort with computers and learning new software quickly.
• Willingness to learn, adapt, and collaborate in a fast-paced environment.

Responsibilities

• Respond to patient inquiries via phone, email, and SMS with timely, professional support.
• Resolve routine questions on access, scheduling, test kits, eligibility and general inquiries.
• Conduct outbound outreach for reminders, follow-ups, and information requests.
• Follow SOPs to ensure consistent, efficient support.
• Document interactions and resolutions in support systems.
• Escalate complex or urgent issues to the appropriate team.
• Meet performance expectations for productivity, response times, and patient satisfaction.
• Maintain HIPAA compliance and patient confidentiality.
• Collaborate with teammates to improve the patient experience.

Skills

Compassionate communication

Written communication

Verbal communication

Attention to detail

Organizational skills

Problem solving

Computer proficiency

Team collaboration

Willingness to learn

Education

High school diploma or equivalent

Tools

Zendesk

Job description

Color Health is revolutionizing cancer care with the nation’s first Virtual Cancer Clinic, delivering high-quality, physician-led multidisciplinary care across all 50 states. Our innovative, guideline-based approach spans cancer screening, risk assessment, prevention, diagnosis, treatment support, and survivorship. In addition to personalized direct medical care, our services include cancer genetics risk assessment, nutrition, mental health support and at-home cancer screening diagnostics. Using technology-driven, patient-centric solutions, Color is transforming how employers, unions, health plans, and governments address cancer. Color’s goal is to close critical cancer care gaps, improve cancer outcomes, and guide patients with empathy through their healthcare journeys.

About The Role

As a Customer Support Agent I, you’ll play an important role in helping patients navigate their healthcare experience. You’ll serve as a first point of contact for patients, answering questions, troubleshooting common issues, and helping ensure they receive timely, accurate, and compassionate support.

What You'll Do

• Respond to patient inquiries via phone, email, and SMS, providing timely, professional, and compassionate support.
• Resolve routine patient questions and issues, including account access, appointment scheduling, test kits, eligibility, and general service inquiries.
• Conduct outbound patient outreach as needed, including appointment reminders, follow-ups, and requests for additional information.
• Follow established standard operating procedures (SOPs) to ensure accurate, consistent, and efficient support.
• Accurately document patient interactions and resolutions in our customer support systems.
• Recognize when issues require additional assistance and elevate complex, clinical, or urgent concerns to the appropriate team.
• Meet established performance expectations for productivity, response times, quality, and patient satisfaction.
• Maintain patient confidentiality and follow all applicable privacy and security policies, including HIPAA.
• Collaborate with teammates and share feedback to help improve the patient experience and team processes.

What We're Looking For

• A genuine desire to help people, with a compassionate, patient-first mindset.
• Strong written and verbal communication skills, with the ability to explain information clearly and professionally.
• Excellent attention to detail and the ability to accurately follow instructions, procedures, and established workflows.
• Strong organizational skills, reliability, and the ability to manage multiple tasks efficiently.
• Basic problem-solving skills, with the ability to resolve routine issues independently and recognize when to ask for help.
• Comfort using computers and learning new software and technology.
• A positive, adaptable attitude and willingness to learn, receive feedback, and work collaboratively in a fast-paced environment.
• High school diploma or equivalent.

Nice to Have

• Previous customer service experience, including retail, hospitality, call centers, or other customer-facing roles.
• Experience in healthcare or familiarity with healthcare terminology.
• Experience using customer support or ticketing software (e.g., Zendesk).
• Spanish language proficiency.

What We Offer

• Competitive pay
• Comprehensive medical, dental, vision, life, and disability benefits
• 401k match
• Monthly phone and wifi stipend and an annual ergonomic stipend
• Generous vacation policy, paid holidays and company-wide recharge days
• Equal paid parental leave for birthing and non-birthing parents
• Free cancer screening and prevention resources for employees and their adult dependents

Base Pay Range: $17.50 - $22.00 per hour

The actual base pay is dependent upon many factors, such as: work experience, market data, skills, geographic location, and business need. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity and benefits.

Color is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Color prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Color conforms to the spirit as well as to the letter of all applicable laws and regulations.