Who We Are:

FlyteHealth is a cardio-kidney-metabolic care provider transforming how obesity, prediabetes, hypertension, and hyperlipidemia are treated while managing other chronic conditions through trusted care partners. Our patent-pending treatment model uniquely combines behavioral lifestyle modification with clinical intervention, enabling industry-leading clinical outcomes.

Position Summary

FlyteHealth is seeking a highly detail-oriented and professional Support Agent to manage and resolve incoming support requests across technical, clinical, and general categories. This individual will play a critical role in ensuring a consistent, high-quality experience for patients, providers, and internal stakeholders.

The ideal candidate is a fast learner, highly organized, technologically proficient, and demonstrates exceptional written communication skills. This role requires a high degree of empathy, sound judgment, and the ability to collaborate effectively across cross-functional teams.

Key Responsibilities

• Manage and respond to all incoming support tickets/chat via Zendesk and AthenaHealth platforms in a timely, accurate, and professional manner
• Triage and prioritize requests based on urgency, complexity, and impact
• Provide support across:
• Technical issues: platform access, troubleshooting, and device-related concerns
• Scheduling: appointment coordination, rescheduling, and related workflows
• Clinical inquiries: program information and clinician-related questions within scope
• General inquiries: billing, onboarding, and account management
• Escalate complex or sensitive issues to appropriate internal teams, including Clinical and Engineering
• Exercise sound judgment in resolving issues and determining when escalation is required
• Maintain thorough and accurate documentation of all interactions and resolutions
• Ensure all written communication is clear, concise, and aligned with company standards
• Collaborate cross-functionally to resolve issues and support continuous process improvement
• Identify recurring trends and provide feedback to enhance systems and workflows
• Support cross-functional administrative tasks (e.g., scheduling, data entry, documentation) as needed to maintain operational efficiency.
• Handle sensitive patient information in compliance with HIPAA and company policies

Required Qualifications

• 1–3+ years of experience in customer support, healthcare operations, or a related field
• MA (Medical Assistant) Certification is a strong plus
• Exceptional written communication skills (required)
• Strong attention to detail with a high level of accuracy
• Demonstrated ability to learn new systems and processes quickly
• High level of comfort with technology, including troubleshooting and support tools (e.g., Zendesk)
• Ability to manage multiple priorities and a high volume of tickets in a fast-paced environment
• Strong interpersonal and collaboration skills
• Must be based in the United States and authorized to work remotely

Preferred Qualifications

• Background in healthcare or clinical setting (e.g., medical assistant, nursing, or related field)
• Experience supporting healthcare technology platforms
• Familiarity with HIPAA and handling sensitive patient information
• Detail-oriented with strong organizational skills
• Highly empathetic and patient-focused
• Technically proficient and systems-oriented
• Excellent written communication skills
• Strong collaboration and cross-functional partnership capabilities
• Adaptability and ability to perform in a dynamic environment

FlyteHealth Benefits:

• Comprehensive health, dental, and vision insurance
• Discretionary PTO Plan
• Parental leave

FlyteHealth Perks:

• Flexible working hours
• Remote-first company
• Stipend for remote working
• Paid company holidays

FlyteHealth values diversity and is committed to equal opportunity for all, regardless of race, religion, color, creed, marital status, age, national origin, physical disability, medical condition, sexual orientation, or gender identity.