Customer Service Representative

Job Description

Job Description

Work Location: Remote (Eligible states: Texas, California, New York, Washington, Virginia)

Hourly Rate: $20–$25 per hour, depending on location and relevant experience

Employment Type: Full-time, Remote

Unika Health is an AI-powered, physician-led chronic care platform that helps healthcare providers manage patients beyond traditional clinic visits. By combining connected health devices, intelligent monitoring, and coordinated care teams, Unika enables continuous care for patients living with chronic conditions. Our approach bridges the gap between clinic visits and everyday life, helping providers deliver more proactive and personalized care with the best clinical outcomes. Unika Health is a wholly owned subsidiary of iHealth Labs, Inc., a well-established U.S.-based digital health company known for its innovative consumer health technologies and connected medical devices.

• Answer inbound calls from patients, clients, and partners with professionalism, empathy, and efficiency

• Troubleshoot questions or concerns and provide accurate information regarding our services or products

• Escalate clinical or technical issues appropriately, collaborating with internal teams for timely resolution

• Maintain clear, accurate call documentation in the system and follow call center protocols to ensure compliance and call quality standards

• Meet call performance goals, including but not limited to call volume, resolution rate, and customer satisfaction

• Support cross-functional projects and initiatives as needed, such as patient outreach campaigns, data entry or cleanup, process improvement efforts, and other operational tasks

• Perform other duties as assigned to support overall team and organizational goals if needed

• Tech-savvy with strong problem-solving skills

• Prominent active-listening and verbal-communication skills, while being passionate about fostering interpersonal relationships with customers

• Ability to prioritize and manage time effectively

• Proficient in navigating computer systems and databases, such as Google Suite applications

• Self-starter with the ability to work independently and as part of a team

• Adaptable and willing to take on new responsibilities beyond core duties as business needs evolve

• A Bachelor's degree in Communication, Business Administration or other relevant fields is REQUIRED; additional education or relevant certifications are a plus

• Bilingual capability with Cantonese, Vietnamese, or Mandarin is Plus.

• Proven experience in a call center or customer service role is highly preferred

• Comprehensive training and ongoing support for professional development

• Medical, Dental, Vision, Life Insurance, and 401K

• Paid Time Off, Federal Holidays, and Leaves

• Annual Performance-Based Bonus