Customer Care Concierge

Evernow is looking for an energetic individual to join our Customer Care Concierge team in a remote role focused on customer support. Must have telehealth, direct patient, and pharmacy interaction experience. This role will help drive customer happiness, member retention, and an overall positive experience on the Evernow platform. To be successful as a Customer Care Concierge at Evernow, you will develop a strong understanding of Evernow’s service, features, and member community. You should possess the ability to identify which questions can be answered yourself and which should be answered by our medical team, a voice that speaks to women in our target demographic, the ability to know when to ask for help, a passion for listening to customers and anticipating their needs, and an eye for detail with impeccable communication skills. Description Who We Are Better U is an alternative mental health company focused on improving the human experience. We offer clinician-prescribed psychedelic therapies for those seeking innovative alternatives to traditional medications. Our program supports individuals looking to enhance their mental health and achieve long-term success. Evernow focuses on menonpause/womens HRT and is partners with Better U. For this role, it's speciifically working with HRT patients under Evernow, which will in the coming months also be working with Better U patients. Key Responsibilities Communicate with pharmacy teams regarding order discrepancies and prescription status (locally and internally). Process payments, issue credits/refunds, and handle chargebacks. Provide detailed information regarding membership fees, medication costs, and shipping. Thoughtfully responding to customer inquiries through phone (Dialpad) and email (Zendesk), using problem-solving and empathy to address their concerns Triaging technical issues and ensuring swift handoff to technical teams Working with care and marketing team to ensure common questions are communicated to the team for improved FAQ and macros Providing input on current team procedures in order to improve efficiency and the patient experience Assisting with support requests escalated from our medical team, and communicating directly with providers to help resolve requests in a timely manner Processing faxes and prior authorization requests sent by local pharmacies Maintain accuracy following workflows and compliance protocols. Preferred Qualifications 1+ years of related experience in customer service Experience working with insurance, prior authorizations, or similar Experience working with Zendesk or other customer support systems Prior exposure to delivering phone support directly to consumers Very detail-oriented and proactive in identifying and reporting trends Adaptability and a passion for continuous improvement Experience (bonus): Experience with telehealth or working in a fully remote environment A track record of delivering exceptional support with high (>95%) customer satisfaction Medical background or experience working in a medical setting TO APPLY: Only applications on this form will be considered and scheduled for interview: If you're passionate about outreach, mental health, and client satisfaction, we encourage you to apply! Join Better U and help us make a meaningful impact while enjoying competitive pay, biweekly bonuses, and opportunities for growth. Better U is an Equal Opportunity Employer — Better U is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Learn more at www.betterucare.com / Evernow.com More about Better U: www.betterucare.com About the Company Better U is an alternative mental health company focused on improving the human experience. We offer clinician-prescribed psychedelic therapies for those wanting to experience an alternative to traditional medications. Our program supports individuals looking to improve their mental health and achieve long-term success!