Customer Experience Advisor

Job Summary

We are seeking a dedicated Customer Experience Advocate for our inbound call team. The ideal candidate should possess a genuine passion for assisting patients and healthcare providers, outstanding communication abilities, and a commitment to delivering exceptional customer service. This role requires a solution-oriented approach to managing incoming calls, addressing customer inquiries, resolving issues, and ensuring overall customer satisfaction.

• Answer inbound calls promptly and professionally while striving for one-call resolution
• Serve as the primary point of contact for inquiries and escalations from inbound calls
• Support patients, healthcare provider offices, and field teams with information collection, benefit verification, savings program access, specialty pharmacy triage, and shipment setup
• Assist customers with inquiries regarding products and services
• Resolve customer complaints and provide appropriate solutions
• Accurately document customer interactions in the database
• Maintain a thorough understanding of product offerings to effectively assist customers
• Adhere to company policies and procedures while providing high-quality service
• Collaborate with team members to enhance customer experience
• Meet or exceed performance metrics, including call response time and customer satisfaction scores
• Provide process feedback and suggest service delivery improvements
• Ensure customers receive accurate product and service information to make informed decisions
• Promptly resolve customer complaints and issues, escalating complex problems to management when necessary

• High school diploma or equivalent
• Minimum of 2 years’ experience in a healthcare setting with a focus on a customer service role
• Excellent communication and interpersonal skills
• Strong problem‑solving skills and ability to think on your feet
• Ability to work in multiple systems at one time
• Proficient in using customer service software, databases, and tools
• Ability to work in a fast‑paced environment and handle stress effectively
• Ability to work shift between 8am – 8pm EST

• Experience reading a phone script

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or other characteristics protected by federal, state, or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you require an accommodation during the application process, please contact us for assistance.