Agent, CX (Hair, Skin & Brain)

About the Role

As a Customer Experience Agent, you will be the first point of contact for patients needing non-clinical support for our Hair, Skin & Brain (HSB) service lines. You will assist with care, creativity, and attention to details while following safe, compliant procedures. If you’re organized, independent, and driven by our mission, this role is for you. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions.

Compensation & Benefits

Base Pay: $18.50 per hour

• Annual Incentive Plan
• Robust and affordable Medical, Dental, and Vision plan options
• 401(k) with a match, commuter benefits, and FSA
• Annual $750 vacation stipend and $500 happiness stipend
• Vacation time off policy - up to 10 vacation days accrued your first year. Vacation time begins accruing immediately

Note: Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual incentive plan and stock options may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

Responsibilities

• Serve as the first point of contact for patients, resolving questions and concerns across multiple platforms, contact channels, and service lines with empathy and efficiency
• Troubleshoot and identify technical issues related to our website, patient account, and internal tools
• Proactively identify and escalate trends in patient feedback to help drive process improvements and elevate the overall patient experience
• Remain knowledgeable on evolving product features, ensuring you can deliver accurate and effective support
• Adhere to HIPAA and other regulations to maintain security and confidentiality at all times
• Coordinate logistics for prescription insurance coverage and medication delivery
• Anticipate potential challenges that the patient might experience, collaborating with them and Thirty Madison team members to create smooth, end-to-end patient experiences
• Follow established workflows, templates, tools, and guidelines to maintain consistency and quality
• Keep clear, organized, and accurate records of all patient interactions
• Consistently meet or exceed individual and team performance goals, balancing quality, efficiency, and patient satisfaction
• Focus primarily on Hair, Skin & Brain (HSB) with potential to support other service lines as needed

Qualifications

• At least two years of proven experience providing written customer support, preferably in a fast-paced or healthcare environment
• Strong verbal and written communication skills - you’ll be the main point of contact between Thirty Madison and our patients, delivering clear, empathetic, and professional interactions
• A genuine service mindset - you naturally put yourself in others’ shoes, communicate kindly and directly, and strive to make every patient’s experience better
• Comfortable adapting to new systems, features, workflows, and policies in a dynamic startup environment
• Familiarity with technology, especially use of a computer
• A quiet, distraction-free space at home where you can interact with patients and manage sensitive information securely, maintaining confidentiality at all times
• Consistent, reliable attendance and adherence to a scheduled shift (within our attendance policies) to ensure our patients always have the support they need

Physical Requirements

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7 to 8 hours per day
• Vision sufficient for use of a computer monitor

Required IT

• Reliable at home internet with a download speed of at least 25 Mbps and an upload speed of at least 5 Mbps

Note: All Company policies and procedures are subject to change without notice based on business needs. This includes, but is not limited to, the locations where we hire remote, hybrid, or onsite employees.