Customer Support Specialist

About Medallion: At Medallion, we believe healthcare teams should focus on what truly matters - delivering exceptional patient care. That’s why we’ve built a leading provider operations platform to eliminate the administrative bottlenecks that slow healthcare organizations down. By automating licensing, credentialing, payer enrollment, and compliance monitoring, Medallion empowers healthcare operations teams to streamline their workflows, improve provider satisfaction, and accelerate revenue generation, all while ensuring superior patient outcomes. As one of the fastest-growing healthcare technology companies - ranked #3 on Inc. Magazine’s 2024 Fastest-Growing Private Companies in the Pacific Region, #5 on LinkedIn's 2024 Top US Startups, a Glassdoor Best Place to Work in 2024 & 2025, and featured on The Today Show - Medallion is revolutionizing provider network management. Our CEO, Derek Lo, has been named one of the Top 50 Healthcare Technology CEOs of 2024 by The Healthcare Technology Report. Backed by $130M in funding from world-class investors like Sequoia Capital, Google Ventures, Optum Ventures, Salesforce Ventures, Acrew Capital, Washington Harbour, and NFDG, we’re on a mission to transform healthcare at scale. We prioritize candidate safety. Please be aware that official communication will only come from @medallion.co email addresses. About the role: We’re looking for a Customer Support Specialist to join our growing team at Medallion. In this role, you’ll be the first point of contact for customers, helping them navigate complex questions related to payer enrollment, credentialing, and our platform. You’ll manage a high volume of support requests, providing timely, accurate, and thoughtful responses that create a great customer experience. You’ll work closely with Customer Experience, Product, Operations, and other internal teams to troubleshoot issues, coordinate resolutions, and identify opportunities to improve how we support our customers. We’re looking for someone who thrives in a fast-paced environment, takes ownership of customer challenges, and brings a proactive, solutions-oriented approach to their work. This role reports to the Customer Support Lead and base compensation for this role may land between $25 - $30 per hour. In addition to salary, Medallion offers equity and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level. Responsibilities: - Own customer issues from start to finish - Investigate, troubleshoot, and resolve customer inquiries related to payer enrollment, credentialing, and Medallion’s platform. Manage a high-volume queue per day while maintaining timely resolutions and high customer satisfaction - Deliver clear and effective communication with customers - Deliver timely, accurate, and thoughtful responses through email and our support tools, keeping customers informed throughout the resolution process - Collaborate across teams to solve complex issues - Partner with Customer Success, Product, Engineering, and Operations to troubleshoot customer challenges, coordinate escalations, and ensure issues are resolved - Become an expert in our platform and processes - Build a deep understanding of Medallion’s platform, services, and payer enrollment and credentialing workflows to provide accurate answers and anticipate customer needs - Continuously improve the customer experience - Identify trends in customer inquiries, gather feedback, and recommend improvements to our product, documentation, and internal processes that reduce recurring issues Qualifications: - 3+ years of experience in customer support, preferably within healthcare, digital health, or healthcare SaaS - Hands-on experience with payer enrollment (PE), credentialing, or related healthcare operations - Excellent written communication skills, with the ability to explain complex information clearly to customers and internal teams - Experience managing a high volume of customer inquiries through a support ticketing platform, ideally Intercom - Ability to prioritize competing requests, manage time effectively, and consistently meet response time and customer satisfaction expectations - Proficiency with Google Workspace (Sheets, Docs, Gmail) - Strong problem-solving skills, with the ability to investigate issues, identify root causes, and follow through to resolution - Experience using AI tools to improve efficiency in research, workflows, or troubleshooting #LI-remote ----- Medallion is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to [email protected]