Customer Support Teammate

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

We are seeking a dynamic, empathetic, and proactive Customer Support Teammate to join our mission-driven team.  In this role, you’ll be the first point of contact for schools, families, and internal teams, ensuring students receive the best care possible.  You’ll play a pivotal role in enhancing the customer experience by delivering timely and effective support while maintaining a deep understanding of our services. 

Location: Remote 

Shift Schedule:

This position requires availability for one of the following shifts:

• Full-Time Employees working 10:00 AM to 7:00 PM CST
• Full-Time Employees working 12:00 PM to 9:00 PM CST

What You’ll Do:

• Customer Support and  Communication
• Handle inbound and outbound calls with parents, guardians, schools, and stakeholders.
• Assist with account creation, troubleshooting technical issues, and resolving concerns related to Hazel visits.
• Support parents in completing consent forms and provide information about costs and insurance.
• Issue Resolution and Data Management
• Address concerns like incorrect student information and missing parental consent.
• Complete timely data entry to ensure smooth and successful Hazel visits.
• Cross-Functional Support
• Collaborate with various internal Hazel teams to resolve support tickets and answer internal questions.
• Research school and district information as needed to support the broader team.
• Customer Experience Building
• Act as a liaison between providers, students, and families to ensure consistent, high-quality service.
• Promote Hazel’s values of empathy and support through all interactions.
• Adherence to Standards and Guidelines
• Ensure compliance with cultural, economic, FERPA, and district health requirements to deliver a quality customer experience.
• Troubleshoot equipment and technical issues to maintain seamless service delivery.

What Excites Us:

• Customer-Centric Approach: A mindset rooted in patience, compassion, and resourcefulness, with the ability to stay calm in fast-paced situations.
• Empathy and Diplomacy: The ability to exercise empathy and tact while interacting with diverse school communities and stakeholders.
• Tech-Savvy and Adaptable: Comfort with computers and the ability to quickly learn technical systems, especially in a telemedicine context.
• High school diploma or equivalent.
• 1+ year(s) of experience in a call center/customer service role, preferably in a clinical or fast-paced setting.
• Ability to maintain confidentiality and handle sensitive information.
• Highly organized and detail oriented.
• Experience in health-tech or ed-tech, particularly in startup environments, is preferred.
• Spanish fluency is preferred.

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

Total compensation for this role is market competitive, with a base salary range of $21.00 - $24.50/hr, a 401k match