Customer Service Representative | Full-Time | Remote

Location: Fully Remote

Schedule: Monday - Friday, Eastern Time

Base Pay: $2.25/Hour + Unlimited Incentives

Benefits: Paid Time Off (PTO)

About the Company

At Nao Medical, we're revolutionizing healthcare by blending cutting-edge technology with heartfelt, personalized care. Over the past 13 years, we've proudly served more than a million New Yorkers at our various locations. Our mission is simple: through our multi-specialty practice, we provide accessible, quality care tailored to each patient's needs. We're breaking down barriers, championing health equity, and delivering value-based care to create healthier communities.

Job Summary

As a Customer Service Representative with a strong sales orientation, you will be at the front lines of our patient engagement strategy. You will assist patients and healthcare clients by delivering outstanding service while proactively promoting our healthcare offerings. The role requires confident communication skills, persuasive selling techniques, and a passion for helping others through outbound sales calls, appointment scheduling, and follow-ups to drive service uptake and satisfaction.

Primary Responsibilities

• Inbound Support: Address patient inquiries and provide accurate information regarding services, appointments, and medical concerns.

• Outbound Engagement: Make follow-up and outreach calls to confirm appointments, reschedule visits, and gather feedback.

• Sales and Promotion: Proactively recommend and promote healthcare services, upsell additional offerings, and consistently meet or exceed sales targets.

• Multi-Channel Communication: Support patients via email, SMS, and chat, ensuring timely, helpful, and professional responses.

• CRM Documentation: Accurately log all interactions in internal systems, maintaining detailed and compliant records.

Job Requirements

Education and Certifications:

• Completion of at least 2 years of college or equivalent training and certifications.

Experience and Qualifications:

• 1–2 years of customer service experience, preferably in the healthcare industry.

• Knowledge of EMRs, such as eClinicalWorks (eCW), and HIPAA regulations is a plus but not required to ensure compliance with healthcare privacy standards.

• Proficiency in Google Workspace (Docs, Sheets, Drive) for effective collaboration and document management.

• Basic knowledge of data security and confidentiality practices, especially in handling sensitive healthcare information.

• In-depth knowledge of customer service principles and practices.

Schedule Requirements:

• Ability to work shifting schedules during Eastern Time, from 8:00 AM - 9:00 PM, Monday-Friday, Including Holidays.

Technical Requirements:

• Reliable wired internet connection with a speed of at least 100 Mbps.

• A computer or laptop with at least an Intel Core i5 or Ryzen 5 processor and a minimum of 8GB RAM is required. A dual-screen setup is a plus for increased productivity.

• Operating system: Windows 10 or macOS (latest version) with regular updates.

• Hard drive: At least 128 GB of free storage space for software and data.

• A clear webcam with at least 720p and a microphone is needed for clear communication.

• Updated antivirus software to ensure data security and protection against cyber threats. Having a VPN is preferred but not required.

• Reliable backup systems for electricity and internet outages in place.

Skill Requirements

• 2 years of college education, ideally in a health or communications-related field.

• 2–3 years of experience in customer service and/or sales.

• Strong command of English with a neutral accent; additional languages are a plus.

• Solid understanding of healthcare services and medical terminology.

• Outstanding written and verbal communication skills.

• Goal-oriented with a persuasive, confident approach.

• Highly organized and capable of multitasking under pressure.

• Typing speed of 30–40 WPM.

• Experience with AI or automation tools is an advantage.

Duties and Responsibilities

• Conduct outbound calls to confirm and book appointments, promote services, and gather feedback.
  Provide responsive support through chat, SMS, and email.

• Resolve patient concerns quickly and effectively.

• Coordinate with medical teams and departments for smooth service delivery.

• Document all interactions accurately and consistently.

• Use automation tools to streamline communication and service tasks.

• Participate in weekly coaching and performance reviews.

• Adapt to changing work schedules and contribute overtime as needed.

• Follow company policies and fulfill other duties as assigned.

Incentives

• Paid Time Off (PTO)

• Performance Bonuses: Unlimited earning potential, $3.50 per successfully booked and attended appointment.

• Top Performers Average: $250–$800/month in bonuses (₱14,000 – ₱45,000 PHP), on top of base pay.
  
  Your income is performance-driven—the harder you work, the more you can earn!

Equal Employment Opportunity Statement

Nao Medical is an Equal Opportunity Employer. We are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We do not discriminate based on race, color, religion, creed, national origin, ancestry, sex, age, disability, marital status, sexual orientation, gender identity, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Nao Medical is dedicated to providing a work environment free from discrimination and harassment and treating all individuals with respect and dignity. Combining individuals from diverse backgrounds and experiences creates a more innovative, creative, and productive workforce.

Experience the Nao Medical difference. Join us in transforming healthcare, Nao!