Manager of Customer Support

First Stop Health

Chicago, IL

Description
About Us:
On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages.
First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.
First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day!
Job Description
The Manager of Customer Support leads the customer support team in delivering exceptional service within a virtual healthcare environment. This role ensures high-quality, timely support for patients, members, employer clients, and partners while maintaining compliance with healthcare regulations (e.g., HIPAA). The Manager drives operational excellence, team performance, and continuous improvement to support a seamless virtual care experience.
Responsibilities
Team Leadership & Development
Hire, train, and coach customer support representatives in a healthcare-focused environment
Develop team expertise in virtual care workflows, care navigation, and member engagement
Foster a compassionate, patient-first culture
Conduct regular performance evaluations and professional development planning
Operations & Service Delivery
Oversee daily support operations across phone, chat, email, and digital platforms
Ensure timely resolution of patient, member, and client inquiries
Manage escalations related to care access, referrals, billing questions, and service concerns
Partner with clinical, operations, and client success teams to ensure continuity of care
Compliance & Quality Assurance
Ensure all support activities comply with HIPAA and data privacy requirements
Monitor documentation accuracy and adherence to internal protocols
Maintain quality assurance standards and conduct regular audits
Performance & Reporting
Track and analyze key metrics (e.g., response time, resolution time, CSAT, first contact resolution)
Identify trends in member issues and proactively recommend improvements
Provide regular reporting and insights to senior leadership
Process Improvement & Cross-Functional Collaboration
Improve workflows to enhance efficiency and patient experience
Collaborate with Product and Technology teams to optimize support tools and digital touchpoints
Identify recurring issues and drive root-cause solutions
Requirements
Education:
Bachelor’s degree preferred or equivalent experience
Experience
5–7+ years of customer support experience, including leadership
Experience in healthcare required, telehealth or digital health highly preferred
Strong understanding of HIPAA and healthcare compliance requirements
Experience with CRM and support platforms (e.g., Zendesk, Salesforce, care management systems)
Strong analytical and problem-solving skills
Skills
Patient-centered mindset
Leadership and team development
Operational and process excellence
Healthcare compliance awareness
Data-driven decision making
Strong communication and emotional intelligence
First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better.
To learn more about First Stop Health, visit and if you require any assistance during the application process or have questions, please don't hesitate to contact our talent acquisition team via email at [email protected]

Posted 2026-02-26

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