Customer Service Representative II

About Us:

LifeMD is a leading provider of virtual primary care, telehealth, and specialized treatment programs serving hundreds of thousands of patients nationwide. Our vertically integrated platform combines 50-state licensed providers, in-house pharmacy and lab integrations, and proprietary technology that enables safe, high-quality, and affordable care.

At the heart of this transformation is our team of developers, engineers, and tech innovators building state-of-the-art systems that make healthcare smarter, faster, and more accessible. From architecting scalable backend systems to crafting intuitive user experiences, we are pushing boundaries every day.

Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company — it's a tech company revolutionizing healthcare.

About the Role:

The Tier 2 Customer Service Representative is the first escalation point for phone calls and digital engagements, a resource for Customer Service Representative I (CSR I) team members, and the owner of pharmacy operations follow-up for orders that do not move through fulfillment on their own. CSR II assists the cases a CSR I cannot resolve within their authority, works with our partner pharmacies to resolve order issues and settle shipment claims, and contacts patients whose orders are held for address or other information problems. This role also carries live chat coverage in addition to phone and queue work. Like CSR I, this role is non-clinical and covers all five telehealth verticals - weight management, women's health, men's health, urgent care, and mental health. This representative does not provide medical advice, diagnosis, or treatment guidance.

Responsibilities:
- Frontline support - 80% of the role will remain handling inbound customer calls and messages, while acting as an additional resource for CSR1 chat questions while TLs and Supervisors aren’t available
- Serve as the first escalation point - take escalations from CSR I team members on calls, chats, email, SMS, and portal messages, and take over the engagement when the patient needs a higher level of authority or a more experienced hand.
- Resolve escalated situations - handle upset or escalated patients, billing and refund exceptions above CSR I authority, and complex account issues, using de-escalation skills in both live and written conversation.
- Escalate clinical concerns immediately - route clinical questions, adverse events, and safety/urgent concerns directly to licensed clinical staff per escalation protocol, regardless of channel.

Clinical escalations do not pass through CSR II first.
- Hand off beyond-authority cases - pass cases beyond CSR II authority to the Customer Service Team Lead with a complete summary, so the patient does not have to repeat their story.
- Support CSR I team members - answer process, policy, and system questions in real time and point CSR I to the correct knowledge base article, SOP, or resource. This is peer support, with no formal supervisory authority over CSR I.
- Improve knowledge resources - report knowledge base gaps, outdated articles, and recurring CSR I questions to the Team Lead.
- Escalate stuck orders to the pharmacy - identify orders stalled in processing or fulfillment and escalate them to the responsible pharmacy through that pharmacy's designated channel (email for some pharmacies, Jira for others), then track each escalation to resolution.

- Manage shipment claims - file claims for lost, damaged, and delayed shipments, monitor each claim's progress, and make the adjustments needed to keep replacements, reships, and refunds in line with the SOP.
- Run stuck order patient outreach - contact patients whose orders are held for bad addresses, incomplete addresses, or other missing information by phone, SMS, and patient portal message, collect the corrected details, and pass them to the pharmacy so the order can ship.
- Staff live chat - cover live chat during assigned shifts and manage multiple concurrent chats while keeping quality and empathy on every conversation.
- Respond to inbound contacts across every channel - phone, live chat, email, SMS, and in-app/patient portal messaging - across all five verticals, meeting channel-specific SLAs (real-time for phone and chat; asynchronous windows for email and SMS).

- Make outbound calls - for appointment reminders, onboarding check-ins, refill reminders, subscription renewal, retention/win-back outreach, and satisfaction follow-ups, as the shift requires.
- Support account, scheduling, and order needs - assist with account, subscription, and scheduling issues and share order and fulfillment status without interpreting dosing, side effects, or treatment efficacy.
- Verify identity before discussing PHI - confirm patient identity per HIPAA and company policy before sharing any protected health information, on any channel.
- Handle billing within authority - process or route billing, payment, refund, and cancellation requests within defined policy and authorization limits.

- Document every interaction - log complete, accurate notes in the CRM/helpdesk/telephony platform, tagged by channel, vertical, and issue type, including every pharmacy escalation, claim, and outreach attempt with its status and next step.
- Flag emerging trends - identify recurring issues (platform bugs, shipping delays, pharmacy backorders, carrier problems) and report them to the Team Lead.
- Meet individual KPIs across every channel worked in a given shift - for response/handle time, resolution rate, quality score, and customer satisfaction (CSAT).
- Stay current on policy - complete required training on workflows, promotions, and policy changes across all five verticals.

- High school diploma or equivalent.

- 1+ year of customer service experience - phone-based, chat/digital-based, or both.
- Strong written and verbal communication skills - clear, empathetic, and accurate in both formats.
- Comfortable navigating multiple software systems simultaneously (CRM/helpdesk, telephony, telehealth platform, knowledge base, and pharmacy escalation tools such as email and Jira) and switching between them within a shift.
- Ability to type efficiently while on a live call, and to manage multiple concurrent chats when off the phone.
- Willingness to be trained on and consistently follow HIPAA/PHI handling requirements.
- Ability to learn and accurately apply program information across all five verticals - this role is organized by tier, not by vertical or by channel, so cross-program fluency is required from day one.

Preferred Qualifications:
- 12+ months of prior experience in healthcare, telehealth, pharmacy, or e-commerce fulfillment customer service, on phone or digital channels.
- Experience with shipping carriers, claims, or order exception handling.
- Experience with Jira or a similar ticketing tool.
- Outbound sales, retention, or win-back call experience.
- Familiarity with subscription/e-commerce billing models.
- Bilingual (Spanish/English or other) a plus.

- Compensation: $24-26/hour
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, Roth 401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Paid Holidays
- Short Term Disability
- Training & Development