Customer Support Representative - 18280

Hours:

Monday: off

Tuesday: off

Wed-Saturday: 8am - 5pm LA time

Sunday: 8am - 3pm LA time
 

Location: Fully Remote

Overview:

The ideal candidate is articulate, warm, detail-oriented, and able to confidently represent a premium medical brand when interacting with patients outside of standard office hours.

Key Responsibilities:

• Answer and manage after-hours and weekend incoming calls from patients and prospective clients.
• Provide a high-touch, concierge-style patient experience aligned with Beverly Hills standards of service.
• Communicate fluently in both English and Spanish to support a diverse patient base.
• Triage patient inquiries, urgent concerns, and appointment-related questions appropriately.
• Accurately document calls and patient interactions in the system.
• Escalate urgent medical or service issues to the appropriate on-call staff when required.
• Maintain a calm, polished, and empathetic tone with all callers.
• Protect patient confidentiality and adhere to HIPAA/privacy standards.

Required Qualifications:

• Fluent bilingual proficiency in Spanish and English (spoken and written).
• Previous experience in client service, patient support, or concierge-style customer care.
• Exceptional verbal communication and phone etiquette.
• Professional, polished demeanor suited to a luxury or high-end client environment.
• Strong listening skills and the ability to manage sensitive conversations.
• Ability to work evenings, weekends, and after-hours shifts reliably.
• Strong attention to detail and accurate note-taking.

Preferred Qualifications:

• Experience supporting medical, aesthetic, or ophthalmology practices.
• Previous experience as a virtual receptionist, virtual assistant, or call center agent.
• Familiarity with CRM or patient management systems.
• Experience supporting high-net-worth clientele or luxury service environments.

• Refined, polished speaking style
• Warm, empathetic communication
• High level of professionalism and discretion
• Strong problem-solving skills
• Ability to remain composed in urgent situations

• After-hours weekday coverage
• Weekend coverage
• Exact shifts to be defined based on operational needs.