Senior Care Support Associate

Role overview Provide specialized support to members and providers using a virtual care service. Alongside resolving complex questions, you’ll handle coordination across enrollment, clinics, pharmacies, and appointments, while contributing to quality assurance, issue triage, and improvements to support operations.

Responsibilities - Respond to members and providers through messaging, phone, and live chat. - Help members with enrollment, clinic and pharmacy coordination, and appointment scheduling. - Use product, partnership, and benefits knowledge to resolve nuanced questions and escalations. - Handle specialized workflows such as verification calls and clinic or partnership inquiries. - Review support quality, identify trends, and document product issues for operations and product teams. - Contribute to service recovery and customer feedback processes, and share knowledge with junior associates.

Requirements - At least two years of experience in a high-volume customer service environment. - Experience supporting customers by phone, live chat, and messaging. - Experience in health technology, fertility benefits, or insurance. - Strong written and verbal communication, empathy, organization, and attention to detail. - Ability to manage several workstreams and adapt to changing priorities in a remote environment.

Nice to have - Experience coordinating pharmacy services or supporting specialty medications or chronic-condition programs. - Familiarity with quality assurance or reviewing customer support interactions.

Benefits and work setup - The listed schedules are weekday daytime hours in Eastern Time, either Monday through Friday or Tuesday through Saturday. - The source describes remote support and, for eligible US full-time employees, health and insurance options, wellness resources, paid parental leave, professional development support, and retirement-plan matching.