Customer Support Representative (chat and email) at Circle Medical

We are a virtual-first primary care organization reimagining how people access and experience healthcare. Our mission is to deliver comprehensive, high-quality, and compassionate care that integrates technology, data, and human connection through a seamless digital platform complemented by in-person visits when needed. While our care is provided exclusively to patients in the United States, our team is distributed across the United States and Canada, bringing together clinicians, technologists, and operators who share a commitment to making high-quality healthcare delightful, personal, and accessible to everyone.

As a Customer Support Representative (internally a Patient Care Advocate) on the Welcome Team (Chat, Email, and Task Support), you play a vital role in delivering an exceptional patient experience. You are often the first point of contact for our patients, ensuring they feel welcomed, informed, and supported throughout their journey with Circle Medical. You will deliver a high-touch, patient-centered experience by responding to inquiries through chat, email, and task-based workflows with empathy, professionalism, and accuracy. You will proactively address patient concerns, resolve issues efficiently, and guide patients through their care journey while collaborating with internal teams to ensure a seamless experience. Your goal is to build trust, reduce barriers to care, and help every patient feel confident and cared for from their very first interaction.

This is a fast-paced and dynamic role that requires excellent communication skills, a high level of attention to detail, and the ability to multitask and handle challenging situations with empathy and patience. If you are a bubbly, empathetic, and resilient individual with a passion for helping others and a desire to make a difference in the lives of patients, we encourage you to apply for this exciting opportunity to join our team.

During onboarding and training, the schedule for this role will be Monday to Friday (9:00 AM – 5:30 PM ET). Following the training period, the schedule will transition to Saturday to Wednesday (11:30 AM - 8:00 PM ET) or Sunday to Thursday (9:00 AM - 5:30 PM ET).

Responsibilities

• Provide high quality support via chat/email to new patients, and existing patients exploring new areas of care.
• Become an expert in the entire patient experience journey, from start to finish, to help patients easily navigate their medical care.
• Quickly resolve patient grievances and de-escalate sensitive situations to ensure a seamless experience.
• Assist patients with their inquiries, scheduling, and other administrative tasks, including navigating the app and website, and providing basic technical support.
• Assist patients with Insurance-related issues or questions and escalate to our specialized team when appropriate.
• Work closely with other support teams and providers to coordinate high quality care for patients.
• Identify opportunities to improve the patient experience and make recommendations to management.
• Respond to internal requests and perform outbound chats to help patients complete their profile and join their appointments successfully.

Skills / Qualifications Required

• At least 2 years experience working in customer service or a contact centre.
• Fluency in both French and English (verbal and written). This is essential for communicating effectively with our local team and stakeholders across Canada and Patients in the US.
• Ability and eagerness to adapt to a fast-paced environment, learn quickly and remain composed under pressure.
• A passion for excellent customer service and problem-solving.
• Prior experience in a venture-backed healthcare or startup/technology setting is an asset.
• Knowledge of healthcare regulations and policies, such as HIPAA is an asset.
• Experience working with the US healthcare system is an asset.
• Experience using Macbook/Apple desktop products, Slack, Google Workspace is nice to have.

Compensation

Our compensation is market-aligned, performance-led, and designed to ensure internal equity. We review pay regularly, with progression tied to demonstrated impact and expanded scope rather than tenure alone. Final offers are determined by an applicant's unique skills, competencies, and qualifications.

Benefits

Please note that specific benefits vary by country and location of employment. Your recruiter will confirm the exact package available to you during the interview process.

• Paid Time Off: Flexible vacation, sick leave, and 12 statutory holidays.
• Health & Insurance: Medical, Dental, Vision, Disability, and Life insurance.
• Wellness: Mental health programs and an Employee Assistance Program (EAP).
• Retirement: RRSP/401(k) program with company match.
• Development: Annual reimbursement for eligible training and professional programs.
• In-Office Perks: Monthly lunches and team events for in-office employees.

Applicants must be legally authorized to work in the country where the role is based at the time of application. Circle Medical is an equal opportunity employer and affirmatively seeks diversity in its workforce. Circle Medical recruits qualified applicants and advances in the employment of its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. Reasonable accommodations are available— please let our Talent team know.