Agent, CX (Nurx Phone Support)

As a Customer Experience (CX) Agent, with an emphasis on phone support, you are passionate about supporting patients and serving as the best point of contact. You are passionate about details and adhering to safe and compliant procedures that positively impact our patients' health. You are creative about solving problems, feeling empowered to work independently and have the ability to think outside the box. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions.

Comp | Perks | Benefits

• The base pay range for this position is $18.50 per hour
• Annual Incentive Plan
• Robust and affordable Health, Dental, and Vision plan options
• 401k with a match, commuter benefits, and FSA
• Annual $750 vacation stipend and $500 happiness stipend
• Vacation time off policy - up to 10 vacation days accrued your first year. Vacation time begins accruing immediately.
• Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual incentive plan and stock options may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
  
  

What You Get To Do Every Day

• Assisting patients to fully resolve concerns and questions, both through the Thirty Madison application and our customer support message system
• Spend 95% of your time focused on supporting our patients over the phone
• Coordinate logistics associated with prescription insurance and medication delivery
• Advocate on the patient's behalf with insurance companies and pharmacies
• Anticipate potential challenges that the patient might experience, and collaborate with them and Thirty Madison team members to improve the end-to-end patient experience.
• Keep organized records of patient interactions
• Other duties as assigned
  
  

What You Bring To The Role

• Background in customer service phone support, especially balancing a large volume of calls in a fast-paced environment
• Basic Google Workspace tools knowledge (Docs, Sheets, Calendar, Gmail)
• Ability to work independently and cooperatively in a fast-paced changing environment with patients, peers, and management
• Ability to handle difficult situations with tact, professionalism, and effective problem-solving Assess the candidate’s ability to think outside the box and utilize resources efficiently to solve problems
• Service mindset - you put yourself in other people’s shoes, act with empathy, and communicate clearly, kindly, and directly with patients and internal team members
• Hunger to learn, grow and continue to perform in a high growth startup environment
• Connection to the Thirty Madison mission to provide access to healthcare in a judgment-free environment
  
  

Bonus Points

• Ability to speak Spanish is a plus.
• Experience in a pharmacy, medical office, or fast-paced startup
• Familiarity with Zendesk
  
  

Physical Requirements

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7 to 8 hours per day.
• Vision sufficient for use of a computer monitor.
  
  

Required IT

• Reliable at home internet with a download speed of at least 25 Mbps and an upload speed of at least 5 Mbps
  
  

All Company policies and procedures are subject to change without notice based on business needs. This includes, but is not limited to, the locations where we hire remote, hybrid, or onsite employees.

U.S. Applicants Only

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Thirty Madison we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Contact us at [email protected] to request accommodation.

About Thirty Madison

Thirty Madison is a family of specialized healthcare brands devoted to creating exceptional outcomes for all. Each of its specialized brands is focused on a specific ongoing condition, and thoughtfully designed to support the unique needs of its community with personalized treatments and care; with Keeps for men's hair loss, Cove for migraine, Facet for skin conditions, and NURX for sexual health. With empathy at the heart of its innovation, its proprietary care model empowers hundreds of thousands of people with ongoing conditions with the accessible, effective treatments across a lifetime of care. In just four years, we’ve built a number of brands and are continuing to grow rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including HealthQuest Capital, Mousse Partners, Bracket Capital, Polaris Partners, Johnson & Johnson, Maveron, Northzone, among others.

We are honored to become Great Place to Work certified and be included on BuiltIn's 2021 list of Best Places To Work in New York City, and Best Midsize Companies To Work For. We've also been recognized by Forbes' Best Startup Employers, being named as one of America's Best Places to Work 2022. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day. Learn more at ThirtyMadison.com.

*This employer participates in E-Verify and will provide the federal government with your I-9 Form information to confirm that you are authorized to work in the U.S.*

• Please be aware that there are fraudulent entities who are falsely claiming to be or represent Thirty Madison in order to solicit sensitive personal information or payment. Thirty Madison is not in any way associated with these entities or practices. The safety and integrity of those seeking employment with us is of the utmost importance and we actively work with our legal and security teams to prevent future incidents.
  
  

Thirty Madison will never ask for sensitive information or payment when engaging with job seekers. The entities use many methods to perpetuate these scams, including but not limited to: participating in a text-only interview, using Thirty Madison’s trademarks on their correspondence, or providing you with a seemingly legitimate offer letter. If you suspect you are a victim of this scamming, we encourage you to cease further contact and report the crime to The Federal Trade Commission.