Keep patients, pharmacies, and partners moving. You’ll own multi‑channel support (email/phone/ticketing), triage and route issues cleanly, and protect partner SLAs without creating operational noise. We’re looking for calm, precise communicators who document well and close the loop.

What you’ll do

• Handle inbound/outbound contacts via email, ticketing, and phone; provide timely, clear updates.
• Triage and route issues in Jira and Slack using our tagging and escalation matrices.
• Monitor queues and escalate real-time risks.
• Resolve pharmacy/prescription questions (receipt checks, resend requests, clarifications with clinicians) and communicate next steps to patients/pharmacies.
• Assist with scheduling/rescheduling on partner or SteadyMD platforms and send confirmations using approved language.
• Capture crisp internal notes and patient-facing summaries; use internal macros to standardize replies; propose new snippets/SOP updates when you spot patterns.
• Protect HIPAA at every step (identity verification, least-necessary-information, secure systems).

Schedule & coverage

• Primary: Evenings and weekends (examples: 4:00 p.m.–9:00 p.m. CT weekdays; Sat/Sun rotating blocks).
• Flex: Ability to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes, launches, PTO, or outages.
• Training: Majority conducted Mon–Fri, roughly 6:00 a.m.–8:00 p.m. CT with some evening/weekend shadowing to cover scenarios you’ll support. Ops Associate Job Descr…

Work location & setup

• Remote within the continental U.S. Due to partner contracts, work cannot be performed outside U.S. territory.
• Company equipment provided
• Reliable high‑speed internet and a private, HIPAA‑suitable workspace are required.

• 3-5 years in customer support (healthcare/telehealth, pharmacy, medical office, or insurance helpful).

• Strong written + verbal communication; steady under pressure; friendly but concise.
• Comfortable in multi-system workflows (HelpScout, Jira, Slack, Google Workspace).
• Detail-oriented; follows playbooks and improves them.

No degree is required if experience demonstrates a good fit.

• Flexible scheduling within the posted shifts; two to four‑week schedule visibility.
• Equipment provided
• Skill growth: Hands‑on experience with telehealth operations, ticketing, and cross‑functional collaboration.
• Clear playbooks and real-time coaching; steady opportunities to propose SOP improvements.