About The Role

Our Customer Experience (CX) Team is dedicated to supporting patients by delivering compassionate, accurate, and timely assistance across all communication channels. As a CX Associate, you will play a vital role in ensuring a positive experience for every individual who reaches out to us, whether by phone, email, live chat, or SMS 

Overall Responsibilities:

• Provide support to patients contacting our organization via inbound/outbound phone and email.
• Address a wide range of healthcare-related inquiries, ensuring each interaction is handled with empathy, accuracy, and confidentiality.

What you'll do:

• Deliver exceptional customer service in every interaction, ensuring patients and providers feel heard, supported, and valued.
• Respond to inbound inquiries through phone and non-voice channels (email), verifying necessary information and resolving issues within your scope.
• Actively listen to each customer’s needs, demonstrating empathy and professionalism, and tailor solutions to their unique situations.
• Meet and strive to exceed established quality and performance metrics.
• Maintain thorough knowledge of systems so that information can be researched and proper information is given to the customer.
• Learn and retain thorough working knowledge of all existing and new process and procedures.
• Proactively identify and share key insights observed in handling volume with leadership.
• Attend Team Meetings/additional training sessions as scheduled.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

We're looking for individuals with:

• Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and compassionately.
• Strong active listening skills and the ability to use information provided by customers to address their needs effectively.
• Demonstrated empathy and understanding, especially when handling sensitive or confidential healthcare information.
• Consistent courtesy, patience, and confidence throughout all interactions.
• Comfort in resolving sensitive issues and de-escalating challenging situations.
• Ability to adapt and thrive in a fast-paced, dynamic healthcare environment.
• Strong attention to detail and critical thinking skills, with a solution-oriented mindset.
• Willingness to work weekends, holidays, and/or midday to evening shifts as required.