Agent, CX (Nurx Phone Support)

As a Customer Experience (CX) Agent, with an emphasis on phone support, you are passionate about supporting patients and serving as the best point of contact. You are passionate about details and adhering to safe and compliant procedures that positively impact our patients' health. You are creative about solving problems, feeling empowered to work independently and have the ability to think outside the box. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions.

Comp | Perks | Benefits 

• The base pay range for this position is $20.00 per hour
• Annual Incentive Plan
• Robust and affordable Health, Dental, and Vision plan options 
• 401k 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.

**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.

What you get to do every day

• Assisting patients to fully resolve concerns and questions, both through the Thirty Madison application and our customer support message system
• Spend 95% of your time focused on supporting our patients over the phone
• Coordinate logistics associated with prescription insurance and medication delivery
• Advocate on the patient's behalf with insurance companies and pharmacies
• Anticipate potential challenges that the patient might experience, and collaborate with them and Thirty Madison team members to improve the end-to-end patient experience.
• Keep organized records of patient interactions
• Other duties as assigned 

What you bring to the role

• Background in customer service phone support, especially balancing a large volume of calls in a fast-paced environment
• Basic Google Workspace tools knowledge (Docs, Sheets, Calendar, Gmail)
• Ability to work independently and cooperatively in a fast-paced changing environment with patients, peers, and management
• Ability to handle difficult situations with tact, professionalism, and effective problem-solving Assess the candidate’s ability to think outside the box and utilize resources efficiently to solve problems
• Service mindset - you put yourself in other people’s shoes, act with empathy, and communicate clearly, kindly, and directly with patients and internal team members
• Hunger to learn, grow and continue to perform in a high growth startup environment
• Connection to the Thirty Madison mission to provide access to healthcare in a judgment-free environment

Bonus Points

• Ability to speak Spanish is a plus.
• Experience in a pharmacy, medical office, or fast-paced startup
• Familiarity with Zendesk

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

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.

U.S. Applicants Only

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Thirty Madison we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Contact us at recruiting@thirtymadison.com to request accommodation.

About Thirty Madison 

Thirty Madison is a family of specialized healthcare brands devoted to creating exceptional outcomes for all. Each of i