Senior Customer Advocate

15 minutes ago
Full-time
Junior
Customer and Technical Support
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016

Description

  • Respond to DME-related customer inquiries across email, chat, and phone with professionalism and empathy.
  • Guide customers through documentation requirements, prescription questions, eligibility updates, and order timelines.
  • Review order status and supporting documentation using Zendesk, Niko Health, and insurance portals.
  • Document customer interactions accurately and completely in Zendesk.
  • Follow structured workflows and established processes to resolve customer issues.
  • Escalate insurance denials, documentation gaps, and compliance-sensitive issues to the appropriate teams.
  • Maintain productivity, quality, and customer satisfaction metrics.
  • Surface recurring customer questions or operational friction points to support continuous improvement.
  • Support additional Order Processing and Billing workflows when needed.
  • Collaborate with cross-functional teams to ensure timely and accurate customer support.

Requirements

  • Bachelor’s degree in any field.
  • 2+ years of customer support experience, preferably in healthcare, insurance, retail health, or other regulated industries.
  • Experience with Zendesk or similar CRM platforms handling email, chat, and phone support.
  • Ability to follow structured workflows in Niko Health or similar order or EMR platforms.
  • Strong written communication skills to explain documentation and insurance requirements clearly.
  • High attention to detail and accuracy in documentation.
  • Experience meeting defined KPIs for productivity, quality, and attendance.
  • Ability to escalate complex or unclear cases with complete documentation.
  • Reliable internet access and a distraction-free workspace for fully remote work.
  • Comfortable working in an AI-forward environment with technology and automation tools.
  • Preferred: experience in healthcare, insurance, retail health, or other regulated industries.

Interested in this position?

Apply directly on the company website

Apply Now

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