Customer Support Agent I

Color Health; United States; Remote; USD 24,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits (medical, etc.)

401k match

Phone and wifi stipend; ergonomic perk

Paid vacation and holidays

Parental leave

Job summary

Color Health is seeking an entry-level Customer Support Agent I to be the first point of contact for patients, answering questions, troubleshooting issues, and guiding them through their healthcare journey.

You’ll receive training on our services, systems, and processes to help you succeed in a fast-paced, team-oriented environment. This role involves multi-channel inquiries and a focus on compassionate, accurate support.

Qualifications

• Strong written and verbal communication skills in a patient-first mindset.
• Attention to detail and ability to follow instructions and workflows.
• Ability to manage multiple tasks with reliability and organization.
• Comfort using computers and learning new software and technology.

Responsibilities

• Respond to patient inquiries via phone, email, and SMS with timely, professional support.
• Resolve routine questions: account access, appointments, test kits, eligibility, general inquiries.
• Conduct outbound outreach for reminders and follow-ups as needed.
• Follow SOPs to ensure accurate, consistent, efficient support.
• Document patient interactions and resolutions in support systems.
• Elevate complex/urgent issues to appropriate teams.
• Meet performance expectations for productivity, response times, quality, and satisfaction.

Skills

Strong communication

Compassionate

Detail orientation

Organizational skills

Problem-solving

Tech-savvy

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.

This is an entry-level opportunity for someone who enjoys helping people, communicates clearly, and thrives in a fast-paced, team-oriented environment. You’ll receive training on our services, systems, and processes to help you succeed.

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.