Customer Service Representative
lumimeds • Remote
Posted: July 21, 2026
Job Description
Customer Service Representative (Telehealth)
About the Role
This isn't a traditional call center role.
At LumiMeds, our Customer Service Representatives are the first point of contact for patients who trust us with their health journey. You're not simply answering questions—you'll help patients navigate our platform, resolve issues with empathy and urgency, and ensure every interaction leaves them feeling supported.
We're looking for someone who thrives in a fast-paced startup environment, takes ownership of problems, and enjoys helping people. If you need step-by-step instructions for every situation, this probably isn't the right role. If you enjoy solving problems, thinking critically, and creating an exceptional patient experience, we'd love to meet you.
What You'll Own
- Provide exceptional support to patients via phone, email, chat, and SMS
- Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management
- Guide patients through the telehealth experience with empathy, professionalism, and accuracy
- Escalate clinical questions appropriately while maintaining patient confidence
- Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues
- Document every interaction accurately within our CRM and patient management systems
- Follow up proactively to ensure issues are fully resolved
- Identify recurring patient pain points and provide recommendations to improve processes
- Meet established KPIs including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics
- Represent the LumiMeds brand with professionalism in every patient interaction
What We're Looking For
- 2+ years of experience in Customer Service, Patient Support, or Customer Experience
- Experience supporting customers remotely (phone, chat, and email)
- Professional-level English communication skills (written and verbal)
- Strong problem-solving skills and the ability to remain calm under pressure
- Highly organized with excellent attention to detail
- Comfortable handling multiple conversations and priorities simultaneously
- Strong empathy without losing efficiency or accountability
- Experience using CRM systems such as HubSpot, Salesforce, Zendesk, or similar
- Comfortable working U.S. business hours
- Self-motivated and able to work independently in a remote environment
Nice to Have
- Experience in telehealth, healthcare, healthtech, wellness, or SaaS
- Experience supporting subscription-based businesses
- Familiarity with HIPAA or healthcare privacy standards
- Experience with Slack, Dialpad, Intercom, or similar support platforms
- Experience working in startups or high-growth companies
- Comfortable using AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity and customer support workflows
Success in This Role Looks Like
- Patients consistently rate your support highly
- You resolve issues efficiently while maintaining empathy
- You take ownership instead of passing problems to others
- You communicate clearly across teams and with patients
- You proactively identify opportunities to improve the patient experience
- You thrive in an environment where priorities evolve quickly
Why LumiMeds?
We're building a company where patient experience is just as important as clinical outcomes. Every conversation matters, every interaction builds trust, and every team member has the opportunity to make a meaningful impact on someone's health journey.
If you're excited about helping people, solving problems, and being part of a fast-growing telehealth company, we'd love to hear from you.
Additional Content
Customer Service Representative (Telehealth)
About the Role
This isn't a traditional call center role.
At LumiMeds, our Customer Service Representatives are the first point of contact for patients who trust us with their health journey. You're not simply answering questions—you'll help patients navigate our platform, resolve issues with empathy and urgency, and ensure every interaction leaves them feeling supported.
We're looking for someone who thrives in a fast-paced startup environment, takes ownership of problems, and enjoys helping people. If you need step-by-step instructions for every situation, this probably isn't the right role. If you enjoy solving problems, thinking critically, and creating an exceptional patient experience, we'd love to meet you.
What You'll Own
- Provide exceptional support to patients via phone, email, chat, and SMS
- Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management
- Guide patients through the telehealth experience with empathy, professionalism, and accuracy
- Escalate clinical questions appropriately while maintaining patient confidence
- Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues
- Document every interaction accurately within our CRM and patient management systems
- Follow up proactively to ensure issues are fully resolved
- Identify recurring patient pain points and provide recommendations to improve processes
- Meet established KPIs including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics
- Represent the LumiMeds brand with professionalism in every patient interaction
What We're Looking For
- 2+ years of experience in Customer Service, Patient Support, or Customer Experience
- Experience supporting customers remotely (phone, chat, and email)
- Professional-level English communication skills (written and verbal)
- Strong problem-solving skills and the ability to remain calm under pressure
- Highly organized with excellent attention to detail
- Comfortable handling multiple conversations and priorities simultaneously
- Strong empathy without losing efficiency or accountability
- Experience using CRM systems such as HubSpot, Salesforce, Zendesk, or similar
- Comfortable working U.S. business hours
- Self-motivated and able to work independently in a remote environment
Nice to Have
- Experience in telehealth, healthcare, healthtech, wellness, or SaaS
- Experience supporting subscription-based businesses
- Familiarity with HIPAA or healthcare privacy standards
- Experience with Slack, Dialpad, Intercom, or similar support platforms
- Experience working in startups or high-growth companies
- Comfortable using AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity and customer support workflows
Success in This Role Looks Like
- Patients consistently rate your support highly
- You resolve issues efficiently while maintaining empathy
- You take ownership instead of passing problems to others
- You communicate clearly across teams and with patients
- You proactively identify opportunities to improve the patient experience
- You thrive in an environment where priorities evolve quickly
Why LumiMeds?
We're building a company where patient experience is just as important as clinical outcomes. Every conversation matters, every interaction builds trust, and every team member has the opportunity to make a meaningful impact on someone's health journey.
If you're excited about helping people, solving problems, and being part of a fast-growing telehealth company, we'd love to hear from you.