Remote Customer Support Specialist - Healthcare SaaS

Medallion; Oregon; Hybrid; USD 34,000 - 41,000; Full time

Benefits offered by this job

Equity

Benefits package

Flexible schedule

Job summary

Medallion is seeking a Customer Support Specialist to be the first point of contact for customers navigating payer enrollment, credentialing, and our platform. You will handle a high volume of inquiries with timely, accurate responses, collaborating with internal teams to resolve issues and improve support processes.

The role reports to the Customer Support Lead. Base compensation ranges from $25 to $30 per hour, with equity and benefits included in the total package.

Qualifications

• 3+ years of experience in customer support, preferably within healthcare, digital health, or healthcare SaaS.
• Hands-on experience with payer enrollment (PE), credentialing, or related healthcare operations.
• Excellent written communication skills, with the ability to explain complex information clearly to customers and internal teams.
• Experience managing a high volume of customer inquiries through a support ticketing platform, ideally Intercom.
• Ability to prioritize competing requests, manage time effectively, and consistently meet response time and customer satisfaction expectations.
• Proficiency with Google Workspace (Sheets, Docs, Gmail).
• Strong problem-solving skills, with the ability to investigate issues, identify root causes, and follow through to resolution.
• Experience using AI tools to improve efficiency in research, workflows, or troubleshooting.

Responsibilities

• Own customer issues from start to finish.
• Investigate, troubleshoot, and resolve customer inquiries related to payer enrollment, credentialing, and Medallion's platform. Manage a high-volume queue per day while maintaining timely resolutions and high customer satisfaction.
• Deliver clear and effective communication with customers.
• Deliver timely, accurate, and thoughtful responses through email and our support tools, keeping customers informed throughout the resolution process.
• Collaborate across teams to solve complex issues.
• Partner with Customer Success, Product, Engineering, and Operations to troubleshoot customer challenges, coordinate escalations, and ensure issues are resolved.
• Become an expert in our platform and processes.
• Build a deep understanding of Medallion's platform, services, and payer enrollment and credentialing workflows to provide accurate answers and anticipate customer needs.
• Continuously improve the customer experience.
• Identify trends in customer inquiries, gather feedback, and recommend improvements to our product, documentation, and internal processes that reduce recurring issues.

Skills

Healthcare SaaS experience

Payer enrollment/credentialing

Excellent written communication

Time management

AI tools experience

3+ years in customer support

Ability to handle high volume

Tools

Intercom

Google Workspace

Job description

Medallion is seeking a Customer Support Specialist to be the first point of contact for customers navigating payer enrollment, credentialing, and our platform. You will handle a high volume of inquiries with timely, accurate responses, collaborating with internal teams to resolve issues and improve support processes.

The role reports to the Customer Support Lead. Base compensation ranges from $25 to $30 per hour, with equity and benefits included in the total package.