Job Description

Job Description

Job Description

As a Customer Experience Agent, you will be the first point of contact for patients needing non-clinical support for our Sexual & Reproductive Health (SRH) service lines. You will assist with care, creativity, and attention to details while following safe, compliant procedures. If you're organized, independent, and driven by our mission, this role is for you. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions.

Comp | Perks | Benefits

• The base pay range for this position is $18.50 per hour**
• Annual Incentive Plan
• Robust and affordable Medical, Dental, and Vision plan options
• 401(k) with a match, commuter benefits, and FSA
• Annual $750 vacation stipend and $500 happiness stipend
• Vacation time off policy - up to 10 vacation days accrued your first year. Vacation time begins accruing immediately

**Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual incentive plan and stock options may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

What you get to do every day

• Serve as the first point of contact for patients, resolving questions and concerns across multiple platforms, contact channels, and service lines with empathy and efficiency
• Troubleshoot and identify technical issues related to our website, patient account, and internal tools
• Proactively identify and escalate trends in patient feedback to help drive process improvements and elevate the overall patient experience
• Remain knowledgeable on evolving product features, ensuring you can deliver accurate and effective support
• Adhere to HIPAA and other regulations to maintain security and confidentiality at all times
• Coordinate logistics for prescription insurance coverage and medication delivery
• Anticipate potential challenges that the patient might experience, collaborating with them and Thirty Madison team members to create smooth, end-to-end patient experiences
• Follow established workflows, templates, tools, and guidelines to maintain consistency and quality
• Keep clear, organized, and accurate records of all patient interactions
• Consistently meet or exceed individual and team performance goals, balancing quality, efficiency, and patient satisfaction
• Focus primarily on Sexual & Reproductive Health (SRH) with potential to support other service lines as needed

What you bring to the role

• At least two years of proven experience providing written customer support, preferably in a fast-paced or healthcare environment
• Strong verbal and written communication skills - you'll be the main point of contact between Thirty Madison and our patients, delivering clear, empathetic, and professional interactions
• A genuine service mindset - you naturally put yourself in others' shoes, communicate kindly and directly, and strive to make every patient's experience better
• Comfortable adapting to new systems, features, workflows, and policies in a dynamic startup environment
• Familiarity with technology, especially use of a computer
• A quiet, distraction-free space at home where you can interact with patients and manage sensitive information securely, maintaining confidentiality at all times
• Consistent, reliable attendance and adherence to a scheduled shift (within our attendance policies) to ensure our patients always have the support they need

Physical Requirements

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7 to 8 hours per day
• Vision sufficient for use of a computer monitor

Required IT

• Reliable at home internet with a download speed of at least 25 Mbps and an upload speed of at least 5 Mbps

All Company policies and procedures are subject to change without notice based on business needs. This includes, but is not limited to, the locations where we hire remote, hybrid, or onsite employees.

U.S. Applicants Only

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Thirty Madison we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Contact us at recruiting@thirtymadison.com to request accommodation.

Thirty Madison is a family of specialized healthcare brands devoted to creating exceptional outcomes for all. Each of its specialized brands is focused on a specific ongoing condition, and thoughtfully designed to support the unique needs of its community with personalized treatments and care; with Keeps for men's hair loss, Cove for migraine, Facet for skin conditions, and NURX for sexual health. With empathy at the heart of its innovation, its proprietary care model empowers hundreds of thousands of people with ongoing conditions with the accessible, effective treatments across a lifetime of care. In just four years, we've built a number of brands and are continuing to grow rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including HealthQuest Capital, Mousse Partners, Bracket Capital, Polaris Partners, Johnson & Johnson, Maveron, Northzone, among others.

We are honored to become Great Place to Work certified and be included on BuiltIn's 2021 list of Best Places To Work in New York City, and Best Midsize Companies To Work For. We've also been recognized by Forbes' Best Startup Employers, being named as one of America's Best Places to Work 2022. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day. Learn more at ThirtyMadison.com.

*This employer participates in E-Verify and will provide the federal government with your I-9 Form information to confirm that you are authorized to work in the U.S.*

*Please be aware that there are fraudulent entities who are falsely claiming to be or represent Thirty Madison in order to solicit sensitive personal information or payment. Thirty Madison is not in any way associated with these entities or practices. The safety and integrity of those seeking employment with us is of the utmost importance and we actively work with our legal and security teams to prevent future incidents.

Thirty Madison will never ask for sensitive information or payment when engaging with job seekers. The entities use many methods to perpetuate these scams, including but not limited to: participating in a text-only interview, using Thirty Madison's trademarks on their correspondence, or providing you with a seemingly legitimate offer letter. If you suspect you are a victim of this scamming, we encourage you to cease further contact and report the crime to The Federal Trade Commission.

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