Medallion - Customer Support Specialist
Requirements
• 3+ years of experience in customer support, preferably within healthcare, digital health, or healthcare SaaS • Hands-on experience with payer enrollment (PE), credentialing, or related healthcare operations • Excellent written communication skills, with the ability to explain complex information clearly to customers and internal teams • Experience managing a high volume of customer inquiries through a support ticketing platform, ideally Intercom • Ability to prioritize competing requests, manage time effectively, and consistently meet response time and customer satisfaction expectations • Proficiency with Google Workspace (Sheets, Docs, Gmail) • Strong problem-solving skills, with the ability to investigate issues, identify root causes, and follow through to resolution • Experience using AI tools to improve efficiency in research, workflows, or troubleshooting
Responsibilities
• Investigate, troubleshoot, and resolve customer inquiries related to payer enrollment, credentialing, and Medallion’s platform. Manage a high-volume queue per day while maintaining timely resolutions and high customer satisfaction • Deliver timely, accurate, and thoughtful responses through email and our support tools, keeping customers informed throughout the resolution process • Partner with Customer Success, Product, Engineering, and Operations to troubleshoot customer challenges, coordinate escalations, and ensure issues are resolved • Build a deep understanding of Medallion’s platform, services, and payer enrollment and credentialing workflows to provide accurate answers and anticipate customer needs • Identify trends in customer inquiries, gather feedback, and recommend improvements to our product, documentation, and internal processes that reduce recurring issues
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