Role Description Esperta Health is seeking a dedicated and compassionate Customer Service Representative to join our team remotely. In this role, you will serve as a key liaison between patients, healthcare providers, and our organization, delivering exceptional service and support. You will handle inquiries, assist with appointment scheduling, and provide information about our healthcare services. This remote position offers the flexibility to work from home while contributing to our mission of improving patient care and outcomes. - Respond promptly and professionally to inbound customer inquiries via phone, email, or chat. - Provide accurate information about Esperta Health's healthcare and wound care services. - Schedule, reschedule, and confirm patient appointments efficiently. - Document interactions and update patient records in electronic systems accurately. - Collaborate with internal teams including clinical and billing departments to ensure seamless patient care. - Address and resolve customer issues or escalate as necessary for timely solutions. - Maintain compliance with HIPAA and other privacy regulations. - Perform additional administrative tasks as required to support remote operations. Qualifications - High school diploma or GED required; further education in healthcare or related fields is a plus. - Proven experience in customer service, preferably in healthcare or medical settings. - Excellent verbal and written communication skills. - Strong organizational skills with the ability to multitask in a remote work environment. - Familiarity with electronic medical records (EMR) systems and basic computer proficiency. - Ability to maintain confidentiality and adhere strictly to HIPAA regulations. - Self-motivated, reliable, and able to work independently with minimal supervision. - Proficient with remote communication tools and Microsoft Office Suite. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Paid Time Off (Vacation, Sick & Public Holidays) - Training & Development - Work From Home

• You are on the front lines to ensure every user interaction with Bloomlife is a positive one. You own the day-to-day interactions with our users (patients and healthcare providers) to ensure their questions are answered, problems are solved, and voices are heard. • You champion moms and help identify new opportunities to delight and empower them. You understand care providers concerns and needs, and take every opportunity to simplify their day-to-day work and ensure they’re delighted with our services. • You help catalyze a maternal health revolution, working closely with the commercial team to bring prenatal care into the 21st century. This is a role for someone who loves talking to people, has great empathy, and can uncover underlying needs through listening intently. • Responsibilities: - You manage day-to-day user interactions over multiple channels (phone, text messages, chat, emails, social) using digital communication tools to ensure a positive company image is maintained. - Patient success: - Respond directly to questions and requests for technical assistance from patients by identifying and resolving problems or as needed escalating issues to the product and technical teams. - Take ownership of the patient journey, from order to offboarding, and do whatever is necessary to ensure every patient has a positive experience. - Monitor patient adherence and proactively follow-up with patients who show signs of poor adherence or other issues. - Provider success: - Respond directly to requests from healthcare providers, and follow-up with their patients as needed. - Establish a trusted relationship with healthcare providers and do everything to ensure they have a positive experience with Bloomlife. - You are the eyes and the ears of the company. You drive improvements in our services and products by reporting back what you see in the field to the sales and marketing team and to the whole company - Identify and nurture customer advocates and collect user stories that capture our value proposition. Bring these stories back to the team and with the marketing team to help craft testimonials and marketing material - Uncover underlying needs and identify opportunities to improve the end-to-end user experience and where new products or content can be developed to better inform, empower, and delight our users. - You will help collect and make sense of customer satisfaction data and customer surveys to monitor user happiness, make adjustments for individual customers, and drive customer retention - Compliance: You handle and report user complaints following the company’s standard operating procedures (SOP)

• Responding to customer inquiries related to our products by handling inbound calls and callback requests as well as email messages • Initiating test scenarios or remote sessions with customers as needed in French and English • Taking ownership of user problems and being proactive when dealing with user issues • Documenting customer inquiries and issues in Salesforce • Gathering information from customers and systems to investigate issues with the help of next-level support • Working independently and collaboratively with other teams to solve complex problems while continuously improving knowledge and skills to provide the best possible customer experience

Role Description Are you a people-first professional who thrives on solving problems and delivering exceptional experiences? The company is seeking a dedicated Customer Service Support Representative to join our team in Miami, FL — with remote work available. In this entry-level role, you will serve as a vital point of contact for our customers, ensuring their needs are met with professionalism, empathy, and efficiency. This is an excellent opportunity to launch or grow your career in customer service within a supportive environment. - Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels, ensuring a positive customer experience at every touchpoint. - Resolve customer complaints, concerns, and issues by identifying root causes, offering appropriate solutions, and following up to confirm resolution. - Document all customer interactions accurately in the company's CRM or ticketing system, maintaining detailed and up-to-date records. - Collaborate with internal teams — including billing, technical support, and operations — to escalate and resolve complex customer issues in a timely manner. - Educate customers on products, services, policies, and procedures to empower informed decision-making and reduce repeat inquiries. - Monitor and manage open cases or tickets, prioritizing workload to meet service-level agreements (SLAs) and response time targets. - Identify recurring customer pain points and communicate feedback to supervisors or relevant departments to support continuous service improvement. - Adhere to company guidelines, quality standards, and compliance requirements in all customer interactions. Qualifications - High school diploma or equivalent; associate's or bachelor's degree is a plus. - 0–2 years of experience in a customer service, support, or client-facing role (entry-level candidates are encouraged to apply). - Strong verbal and written communication skills with a clear, professional, and empathetic tone. - Demonstrated ability to handle difficult or sensitive customer situations with patience and composure. - Solid organizational skills with the ability to manage multiple tasks and priorities simultaneously. - Reliable internet connection and a suitable remote work environment if working remotely. Preferred Qualifications - Prior experience in a call center, help desk, or remote customer support environment. - Bilingual proficiency (English and Spanish) is highly desirable given our Miami, FL location. - Familiarity with customer service best practices, including de-escalation techniques and active listening strategies. - Experience working with SLA-driven workflows or performance metrics such as CSAT, FCR, or AHT. Technical Skills - Proficiency with CRM platforms such as Salesforce, Zendesk, HubSpot, or similar tools. - Comfortable navigating ticketing and case management systems. - Working knowledge of Microsoft Office Suite or Google Workspace (Docs, Sheets, Gmail, etc.). - Ability to quickly learn and adapt to new software, internal tools, and digital platforms. - Basic data entry skills with a strong attention to detail and accuracy. Compensation The hourly pay range for this Customer Service Support Representative position is $24.87 – $28.87 per hour, commensurate with experience and qualifications. Application Information If you are ready to make a meaningful impact and grow your career as a Customer Service Support Representative, we encourage you to apply today. Please submit your resume and a brief cover letter outlining your relevant experience and interest in this role. The company is an equal opportunity employer and is committed to fostering an inclusive workplace where all individuals are valued and respected. We welcome applicants of all backgrounds to apply.