Customer Service Representative, Phone and Chat - Telehealth (Remote)

About Ozari Health

Ozari Health is a fast-growing GLP-1 telehealth brand offering compounded Semaglutide and compounded Tirzepatide 100% online. We give patients across the US easy, affordable access to medication and care.

Role Overview

We are adding a second Customer Service Representative to our support team. You will handle patient questions across our patient portal, email , text, and phone, covering orders, prescriptions, billing, and account changes. You will also be the person who answers the phone when a patient calls, so clear spoken English is required. This is a fully remote, full-time contractor role on US Eastern hours.

Schedule

Sunday through Friday, 10:00 AM to 6:00 PM US Eastern Time
Saturday off
In Manila time this is currently 10:00 PM to 6:00 AM. After the US clock change on November 1 it becomes 11:00 PM to 7:00 AM.

Responsibilities

Respond to patient inquiries in the Bask patient portal
Respond to patient texts and email s in our support inbox
Answer inbound calls live on the Ozari Health customer service line (Google Voice), and return voi cemail s and missed calls
Call patients when needed about incomplete checkouts, failed payments, and refill check-ins
Help patients with general account maintenance in Bask
Monitor the Orders tab in Bask so orders ship within 1 business day of patient approval, and follow up with Bask Support in Slack to resolve fulfillment issues
Escalate every clinical or medical question to a licensed Ozari Health provider. You will not give medical advice of any kind.

Response Time Expectations

Calls answered live during your shift
Missed calls and voi cemail s returned within 30 minutes
Portal messages, texts, and email s answered within 30 minutes

Requirements

Excellent spoken English with a clear, neutral accent. US patients must understand you easily on the first try.
Excellent written English: clear, concise, professional
Experience taking phone calls from US customers
Prior customer service experience. Telehealth, healthcare, or e-commerce is a plus.
Comfortable with patient portal and CRM tools
Reliable internet with a backup connection, a quiet work environment, and a noise-cancelling headset
Available Sunday through Friday, 10 AM to 6 PM ET
Detail-oriented, self-managed, and responsive
Willing to sign a contractor agreement with HIPAA and confidentiality terms

Details

Type: Full-time contractor, remote
Hours: Sunday through Friday, 10 AM to 6 PM ET | Saturday off
Compensation: $450/month
Paid training with our current support lead
Industry: Telehealth / Health tech

How to Apply

Applications without a voice recording will not be reviewed.

Start your message with the word "BLUEBIRD" so we know you read this post.
Include a link to one voice recording, up to 2 minutes (Vocaroo or Loom), with two parts:
Part 1: Read the script below out loud, at a natural pace, as if you were on a live call.
Part 2: In your own words, without reading, answer this: "A patient calls upset because their order has not shipped after three days. What do you say?"
Tell us about your experience taking calls from US customers, and which company or account it was for.
Share your internet speed test result and your backup connection.
Confirm you can work Sunday through Friday, 10 AM to 6 PM US Eastern.

Script to read (Part 1)

"Thank you for calling Ozari Health, this is [your first name]. I would be happy to help you with that. I can see your order was approved by your provider on Thursday, and the pharmacy shipped it the following morning. Your tracking number shows delivery this Wednesday by 8 PM. If your package does not arrive by then, please call or text us and we will look into it right away. For any questions about your medication or your dose, I will connect you with your licensed provider. Is there anything else I can help you with today?"

Shortlisted applicants will have a live call,