Customer Service Associate (Part-Time)

Keep patients, pharmacies, and partners moving. You’ll own multi‑channel support (email/phone/ticketing), triage and route issues cleanly, and protect partner SLAs without creating operational noise. We’re looking for calm, precise communicators who document well and close the loop. What you’ll do Handle inbound/outbound contacts via email, ticketing, and phone; provide timely, clear updates. Triage and route issues in Jira and Slack using our tagging and escalation matrices. Monitor queues and escalate real-time risks. Resolve pharmacy/prescription questions (receipt checks, resend requests, clarifications with clinicians) and communicate next steps to patients/pharmacies. Assist with scheduling/rescheduling on partner or SteadyMD platforms and send confirmations using approved language. Capture crisp internal notes and patient-facing summaries; use internal macros to standardize replies; propose new snippets/SOP updates when you spot patterns. Protect HIPAA at every step (identity verification, least-necessary-information, secure systems). Schedule & coverage Primary: Evenings and weekends (examples: 4:00 p.m.–9:00 p.m. CT weekdays; Sat/Sun rotating blocks). Flex: Ability to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes, launches, PTO, or outages. Training: Majority conducted Mon–Fri, roughly 6:00 a.m.–8:00 p.m. CT with some evening/weekend shadowing to cover scenarios you’ll support. Ops Associate Job Descr… Work location & setup Remote within the continental U.S. Due to partner contracts, work cannot be performed outside U.S. territory. Company equipment provided Reliable high‑speed internet and a private, HIPAA‑suitable workspace are required. Requirements 3-5 years in customer support (healthcare/telehealth, pharmacy, medical office, or insurance helpful). Strong written + verbal communication; steady under pressure; friendly but concise. Comfortable in multi-system workflows (HelpScout, Jira, Slack, Google Workspace). Detail-oriented; follows playbooks and improves them. No degree is required if experience demonstrates a good fit. Benefits Flexible scheduling within the posted shifts; two to four‑week schedule visibility. Equipment provided Skill growth: Hands‑on experience with telehealth operations, ticketing, and cross‑functional collaboration. Clear playbooks and real-time coaching; steady opportunities to propose SOP improvements. Originally posted on Himalayas