Customer Experience Specialist

About Alan Health

Alan Health is a telehealth platform on a mission to revolutionize healthcare accessibility and affordability. We specialize in providing affordable access to GLP-1 medications and expert care, with a focus on weight management and expanding into other wellness areas. Our mission is to make personalized health care more accessible, empowering people to achieve better health outcomes through innovation and flexibility.

About the Opportunity

As we continue to enhance our customer-first approach to healthcare, were seeking empathetic, solution-oriented Customer Experience Specialists to join our growing team. Youll be at the forefront of our customer experience, directly impacting healthcare accessibility by providing exceptional support to our patients and healthcare providers. This is a full-time, non-exempt role reporting to the Customer Service Manager, requiring one weekend day (Saturday or Sunday) with a flexible schedule during the week.

What we look for at Alan Health

• Mission-Driven Impact - Passionate commitment to revolutionizing healthcare accessibility and affordability
• Growth Mindset - Proven ability to learn and adapt in fast-paced environments
• Service Excellence - Customer-first mentality in decision making
• Inclusive Leadership - Demonstrated commitment to fostering diverse and equitable teams
• Execution Focus - Strong bias for action balanced with thoughtful planning
• Innovation Mindset - Creative approach to problem-solving
• Collaborative Spirit - Strong cross-functional partnership skills

What were looking for in this role

Customer Support Excellence

• Proven ability to provide empathetic, solution-focused support across multiple channels
• Strong track record of maintaining high customer satisfaction metrics
• Excellence in clear communication and documentation
• Demonstrated success in personalizing support while following protocols

Technical Proficiency & Attention to Detail

• Experience with CRM systems and customer service platforms
• Strong focus on accuracy in order processing and account management
• Skilled at managing multiple tasks while maintaining quality
• Proven ability to learn and adapt to new systems quickly

Problem-Solving & Resolution Skills

• Experience in identifying and resolving complex customer issues
• Strong judgment in escalation decisions and follow-up procedures
• Track record of providing proactive solutions
• Ability to maintain composure in challenging situations

Healthcare Compliance & Privacy

• Understanding of healthcare privacy requirements
• Experience following strict protocols while delivering personalized service
• Commitment to maintaining confidentiality
• Attention to compliance details in all interactions

Your day-to-day

Customer Support Management

• Handle incoming customer inquiries through multiple channels (phone, email, chat, SMS, Social)
• Provide clear, empathetic communication regarding prescriptions, orders, and account management
• Document all customer interactions accurately in Salesforce
• Follow established protocols while personalizing support to each customers needs

Order and Account Operations

• Process and track customer orders with high attention to detail
• Assist customers with account setup, modifications, and troubleshooting
• Coordinate with pharmacy partners and healthcare providers
• Handle billing inquiries accurately and efficiently

Problem Resolution

• Identify and resolve customer issues efficiently and professionally
• Escalate complex situations following established procedures
• Provide proactive solutions to prevent future issues
• Follow up with customers to ensure satisfaction with resolutions

What You Bring

Must-Haves

• 2+ years of customer service experience
• Outstanding verbal and written communication abilities
• Proficiency in CRM systems (Salesforce preferred)
• Strong attention to detail and accuracy
• Demonstrated ability to prioritize and manage multiple tasks

Should-Haves

• Experience in healthcare or pharmacy services
• Track record of achieving customer satisfaction metrics
• Knowledge of HIPAA compliance requirements
• Experience with remote work environments

Nice-to-Haves

• Bilingual capabilities (English/Spanish)
• Background in telehealth customer service
• Experience with prescription medication support
• Healthcare industry certifications

Compensation

• The base salary range for this position is $50,000 - $65,000 annually
• We have a market-based compensation structure. The salary for this position may vary based on a candidates experience, industry expertise, technical skills, and location.

Selection Process

• Screening Interview (30 minutes)
• Competencies & Skills Interview (30 minutes)
• Culture & Values Interview (30 minutes)
• Reference Checks
• Offer

Alan Health is proud to be an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Dont meet every requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Alan Health, were committed to building a diverse, inclusive, and authentic workplace with a tangible sense of belonging for all our people.

While we encourage people to use AI systems during their role to help them work faster and more effectively, please do not use AI assistants during the application and interviewing process. We want to understand your personal interest in Alan Health without mediation through an AI system, and we also want to evaluate your non-AI-assisted communication skills.

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