Customer Success Agent I

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 We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr