Agent, CX (Sexual & Reproductive Health)

Serve as the first point of contact for patients needing non-clinical support for Sexual & Reproductive Health service lines, resolving questions and concerns across multiple platforms with empathy and efficiency. Troubleshoot and identify technical issues related to the website, patient accounts, and internal tools. Proactively identify and escalate trends in patient feedback to drive process improvements. Remain knowledgeable on evolving product features to deliver accurate support. Adhere to HIPAA and other regulations to maintain security and confidentiality. Coordinate logistics for prescription insurance coverage and medication delivery. Anticipate potential patient challenges and collaborate to create smooth 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 Sexual & Reproductive Health (SRH) with potential to support other service lines as needed.