Customer Care Concierge

Evernow is reinventing healthcare delivery to improve women’s lives. More than 55 million women in the U.S. are experiencing menopause symptoms, but 75% of those who seek care don’t get it. We’re building Evernow to close this gap while elevating care. The platform we are building allows us to deliver a new kind of experience while our doctors provide expert, convenient treatments based on the latest research. With prescription delivery and unlimited access to communication with our health team, our customers get personalized, life-changing care. Join the team that will help us deliver it at scale.

Evernow is looking for an energetic individual to join our Customer Care Concierge team in a remote role focused on customer support. This role will help drive customer happiness, member retention, and an overall positive experience on the Evernow platform.

To be successful as a Customer Care Concierge at Evernow, you will develop a strong understanding of Evernow’s service, features, and member community. You should possess the ability to identify which questions can be answered yourself and which should be answered by our medical team, a voice that speaks to women in our target demographic, the ability to know when to ask for help, a passion for listening to customers and anticipating their needs, and an eye for detail with impeccable communication skills.

• Communicate with pharmacy teams regarding order discrepancies and prescription status (locally and internally).
• Process payments, issue credits/refunds, and handle chargebacks.
• Provide detailed information regarding membership fees, medication costs, and shipping.
• Thoughtfully responding to customer inquiries through phone (Dialpad) and email (Zendesk), using problem-solving and empathy to address their concerns
• Triaging technical issues and ensuring swift handoff to technical teams
• Working with care and marketing team to ensure common questions are communicated to the team for improved FAQ and macros
• Providing input on current team procedures in order to improve efficiency and the patient experience
• Assisting with support requests escalated from our medical team, and communicating directly with providers to help resolve requests in a timely manner
• Processing faxes and prior authorization requests sent by local pharmacies
• Maintain accuracy following workflows and compliance protocols.

• 1+ years of related experience in customer service
• Experience working with insurance, prior authorizations, or similar
• Experience working with Zendesk or other customer support systems
• Prior exposure to delivering phone support directly to consumers
• Very detail-oriented and proactive in identifying and reporting trends
• Adaptability and a passion for continuous improvement
• Experience (bonus):
  
  • Experience with telehealth or working in a fully remote environment
  • A track record of delivering exceptional support with high (>95%) customer satisfaction
  • Medical background or experience working in a medical setting

This role is a part-time, remote employment opportunity. This role is currently capped at 25 hours per week, with additional hours to be approved by the hiring manager. If you’re excited about this role and looking to grow, we would love to hear from you.