About Company
At CoverMyMeds, a proud part of McKesson Corporation, we hold a steadfast belief: no patient should ever go without the medications they critically need. We are a rapidly growing health technology company dedicated to simplifying the prescription process, thereby empowering patients to access and afford their vital medications, ultimately leading to healthier lives. Founded and deeply rooted in Columbus, Ohio, we stand at the forefront of healthcare innovation, driven by a profound mission to enhance patient access to essential pharmaceutical care. Our vibrant culture is meticulously built on the pillars of collaboration, empathy, and an unyielding pursuit of groundbreaking solutions that genuinely make a tangible difference in the healthcare landscape. Join our diverse team of passionate professionals who are committed to transforming healthcare, one prescription at a time. We pride ourselves on fostering an inclusive environment where every voice is heard, every perspective is valued, and every contribution counts towards our collective success and impact.
Job Description
Are you a compassionate problem-solver with an unwavering passion for helping others navigate complex challenges? Do you thrive in a dynamic remote work environment, equipped with exceptional communication skills and a meticulous attention to detail? CoverMyMeds is actively seeking a dedicated Customer Support Assistant to become an integral part of our remote Helpdesk team. In this pivotal role, you will serve as the first point of contact for our diverse user base – including healthcare providers, pharmacists, and patients – providing not just support, but also expert guidance on our innovative suite of healthcare technology solutions. This isn’t merely about answering inquiries; it’s about making a profound difference in people’s lives by ensuring seamless and equitable access to vital medication. You will skillfully troubleshoot intricate technical issues, deftly navigate complex inquiries related to prior authorizations and intricate prescription processes, and ultimately empower our users with the comprehensive knowledge they need to utilize our cutting-edge platform with utmost effectiveness. We are specifically looking for an empathetic individual who can patiently listen to concerns, clearly articulate actionable solutions, and meticulously document all interactions with precision and care. Your innate ability to adapt swiftly to new challenges, learn quickly in a fast-paced environment, and consistently maintain a positive and proactive attitude will be absolutely crucial for success. This fully remote position offers the unparalleled flexibility to work from your comfortable home office, while simultaneously being an integral and valued part of our collaborative and supportive team culture. You’ll be thoroughly provided with all the necessary tools, comprehensive training, and ongoing support to ensure your success, guaranteeing you feel connected and empowered, even from a distance. If you’re truly ready to contribute meaningfully to a company that’s making a real, tangible impact on healthcare accessibility and are eager to grow your career in a dynamic, forward-thinking, and supportive setting, we wholeheartedly encourage you to apply.
Key Responsibilities
- Provide first-line technical and application support to users via phone, email, and chat, ensuring timely and effective resolutions.
- Diagnose, analyze, and resolve customer issues pertaining to prescription processing, prior authorizations, and platform functionality.
- Accurately identify and escalate complex or unresolved issues to senior support staff or relevant internal departments while maintaining ownership of the customer interaction until resolution.
- Meticulously document all support interactions, troubleshooting steps, resolutions, and any necessary follow-up actions accurately within the CRM system.
- Educate and empower users on product features, best practices, and new updates to maximize their experience with the CoverMyMeds platform.
- Contribute actively to the continuous improvement of our knowledge base by creating, reviewing, and updating articles, FAQs, and support documentation.
- Maintain an exceptionally high level of customer satisfaction through professional, empathetic, and patient communication.
Required Skills
- Minimum 1 year of proven experience in a customer service, helpdesk, or technical support role.
- Exceptional written and verbal communication skills with a strong ability to explain technical information clearly.
- Proficiency with CRM software (e.g., Salesforce) and experience using ticketing systems.
- Strong problem-solving, critical thinking, and analytical abilities to diagnose and resolve issues efficiently.
- Demonstrated ability to work independently, prioritize tasks, and manage time effectively in a remote work setting.
- Basic understanding of Windows operating systems, web browsers, and common office productivity software.
- Reliable high-speed internet access and a dedicated, quiet home office space conducive to remote work.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a relevant field such as Information Technology, Healthcare Administration, or Business.
- Prior experience working within the healthcare, pharmaceutical, or health technology industry.
- Familiarity with prior authorization processes or pharmacy benefit management (PBM) workflows.
- Experience with remote support tools and methodologies.
- Bilingual proficiency (e.g., Spanish, French) is a plus.
Perks & Benefits
- Competitive salary structure and performance-based bonus opportunities.
- Comprehensive health, dental, and vision insurance plans with excellent coverage.
- Generous paid time off (PTO) policy and observance of company holidays.
- 401(k) retirement savings plan with a substantial company match.
- Full remote work flexibility with all necessary equipment provided (laptop, monitors, headset, etc.).
- Abundant opportunities for continuous professional development, training, and career advancement within McKesson.
- Access to employee assistance programs and robust wellness initiatives.
- A truly collaborative, inclusive, and supportive company culture that values innovation and teamwork.
How to Apply
If you are ready to make a significant impact on patient access to medication and join a dynamic team dedicated to improving healthcare, we wholeheartedly encourage you to apply directly through our official career portal. Please click on the link below to submit your resume and a compelling cover letter. We eagerly look forward to reviewing your application!