Field Support Representative, Customer Service

About the role

This position involves being the primary point of contact for Sidecar Health members in the Columbus, Ohio area. You will balance remote member assistance through phone, chat, and email with in-person visits to client locations. Your goal is to help members understand their benefits and resolve issues to ensure they receive necessary care.

Key facts

What you'll do

• Travel to client sites across Ohio to offer direct support to members as they navigate their Sidecar Health plans.
• Act as the main in-person contact for client groups, especially after initial enrollment and during busy periods.
• Collaborate with the Account Management team to foster strong connections with key client contacts and HR departments.
• Provide remote member support via phone, web chat, and email, delivering prompt and effective service.
• Develop authentic relationships with members, ensuring each interaction is personalized.

Requirements

• Access to reliable personal transportation and willingness to travel locally (up to 30% of the time, with longer trips around 3 hours one-way). Travel expenses will be fully reimbursed.
• Excellent communication abilities and the capacity to work autonomously with minimal supervision.
• A proactive approach focused on finding solutions; view member concerns as opportunities to resolve rather than issues to escalate.
• Genuine empathy and strong interpersonal skills, enabling you to build trust and make people feel comfortable.
• Availability to assist members at times and locations that suit their needs.

Nice to have

• Fluency in a second language.
• Previous experience in the healthcare or insurance industries.

Skills & tools

• Communication (written and verbal)
• Problem-solving
• Interpersonal skills
• Time management
• Remote support tools (phone, chat, email)

Practical notes

• Compensation: $50,000 - $54,000 annually plus equity.
• Benefits include comprehensive medical, dental, and vision coverage with no waiting period, a 401k plan, and paid time off for vacation and holidays.
• This role offers significant growth potential within the company.