Junction - Customer Support Associate
Requirements
• 4+ years in a customer support, call center, or BPO, supporting US-based clients, preferably in the healthcare industry • Experience making outbound calls to businesses and capturing information accurately • You're clear, confident, and professional on the phone in English, including with US-based businesses • You’re exact: names, dates, IDs, and results all tie back to a real patient, so they need to be right every time • You do structured, process-driven work well, and take pride in doing it the same way every time • Hold times and callbacks don’t wear you down — you call back until you have an answer • You know the line between “follow the process” and “this needs a person to decide” • You handle sensitive patient health information with care and discretion • Comfortable with tools like Pylon, Zendesk, and Slack • Nice to have, but not required: US healthcare, lab, or medical billing experience; HIPAA training; experience with billing disputes, refunds, or chargebacks. • You don’t need to tick every box here. If this kind of work sounds satisfying rather than tedious, we’d love to talk. • HOW WE'LL MEASURE SUCCESS • Call requests completed within our response-time targets • Accuracy and completeness of documented outcomes • How often teammates can act on your notes without needing to follow up
Responsibilities
• Calling labs and partners for answers: you’ll contact US labs, mobile phlebotomy vendors, and other partners to sort out turnaround times, results status, demographic corrections, order status, and redraws • Running a queue, fast: work the Tier 1 call-request queue, prioritize by urgency, and hit our response-time targets • Following process — and knowing when to break from it: follow our SOPs precisely, and flag clearly the moment something can’t be completed or needs escalation • Documenting so no one has to ask twice: record every outcome in our templates, accurately enough that a teammate can act on it without follow-up questions • Staying on a lab until it’s resolved: follow up persistently when a lab owes you a callback or more information • Making the process better: flag SOP gaps, repeated issues, or faster ways to get things done • As the role grows, it may expand to other process-driven work, like handling billing cases including refunds and chargebacks.
Benefits
• Behind many of our support tickets is a patient waiting on a result, a corrected demographic, or a rescheduled draw — and getting that answer usually means someone picking up the phone to a lab or partner. As we scale, that work has outgrown our Tier 1 team’s bandwidth, and it’s slowing down how fast we can get patients and customers an answer. • As a Customer Support Associate, you’ll own this coordination end-to-end: Tier 1 sends you a clear request, you contact the lab or partner, and you document exactly what you found so the team can act on it without circling back to you.
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