Customer Success Agent

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're looking for passionate individuals with experience in customer care, particularly in the health insurance industry to enhance and differentiate the customer experience.

Responsible for providing accurate, timely, and meaningful information to members and customers, ensuring stellar service in accordance with compliance and regulatory guidelines in a fast-paced inbound and outbound phone, chat, and email Customer Support Center. This is a hybrid position with multiple shift options.

ESSENTIAL DUTIES AND 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

To perform this job successfully, candidates should possess the following. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions :

EDUCATION AND EXPERIENCE

CERTIFICATES, LICENSES, REGISTRATIONS

WORK ENVIRONMENT

TRAINING EXPECTATIONS