Telehealth Customer Service Careers: Roles, Skills, Salaries & Top Companies Hiring

Digital Doctors

Sun, 08 Jun 2025

In the wake of the COVID-19 pandemic, telehealth has transformed healthcare delivery. Offering medical care through digital platforms, telehealth enables patients to consult with healthcare providers from the comfort of their homes. With this shift, new career opportunities have emerged—particularly in telehealth support roles, including customer service positions. These positions are critical, as they ensure seamless operations, maintain patient satisfaction, and provide essential support to healthcare providers and patients alike.

This article will dive deep into the landscape of telehealth support roles in customer service, outlining the necessary skills, qualifications, career paths, and salary expectations. Additionally, we will discuss key companies actively recruiting for these positions and how you can get involved in this fast-growing industry.

Understanding Telehealth Support Roles in Customer Service

Telehealth support in customer service primarily involves assisting patients and providers with technical, administrative, and procedural inquiries related to virtual healthcare services. These roles often serve as the first point of contact for patients experiencing technical difficulties with the platform, or for those seeking help with appointment scheduling, billing, and understanding telehealth processes.

Key Responsibilities

1. Customer Assistance: Telehealth customer service agents respond to inquiries regarding telehealth platforms. They assist patients with account setup, troubleshooting connectivity issues, managing virtual appointments, and navigating the platforms.

2. Technical Support: With telehealth platforms being tech-driven, customer service agents are often required to provide technical support to both patients and healthcare providers. This can involve troubleshooting audio/video connectivity issues, handling software glitches, and ensuring the platform is functioning smoothly.

3. Appointment Scheduling and Management: Many telehealth services include features that allow patients to book, change, or cancel appointments. Customer service agents often manage these tasks for patients who are unfamiliar with the system or have difficulty using it.

4. Billing and Insurance Queries: Agents help patients understand their bills, process payments, or resolve issues related to insurance claims and coverage in a virtual healthcare context.

5. Patient Education and Guidance: Beyond technical support, customer service teams are responsible for educating patients on how to use telehealth platforms effectively. They often guide patients through onboarding, explain how to prepare for virtual consultations, and address privacy concerns related to healthcare data.

Key Skills and Qualifications for Telehealth Customer Service Roles

1. Communication Skills:

Effective communication is essential in telehealth support roles. Agents must communicate technical information clearly, assist patients in understanding complex instructions, and demonstrate empathy when dealing with patients who may be stressed or frustrated.

2. Technical Proficiency:

While customer service professionals do not need to be engineers, they should be comfortable with technology. Familiarity with video conferencing tools, telehealth platforms, and troubleshooting common software/hardware issues is critical.

3. Problem-Solving Ability:

Customer service roles in telehealth often involve handling multiple issues concurrently, ranging from technical glitches to patient scheduling conflicts. An ability to think critically and solve problems in real-time is highly valuable.

4. Healthcare Knowledge:

While a medical degree isn’t required, a basic understanding of healthcare processes and terminology is beneficial. Knowing the general structure of healthcare systems, HIPAA compliance, and medical billing/insurance processes will enhance your ability to assist patients.

5. Patience and Empathy:

Patients accessing telehealth services may be experiencing health concerns, and some may not be tech-savvy. Customer service professionals need to be patient, show empathy, and remain calm in stressful situations to deliver exceptional support.

Qualifications and Educational Background

1. High School Diploma or GED: Most telehealth customer service positions require a minimum of a high school diploma or equivalent. Some positions may prefer candidates with additional certification in customer service or IT support.

2. Previous Experience: Companies often prefer candidates with prior experience in customer service, technical support, or healthcare administration. Candidates with experience in telecommunication or tech support will have an added advantage.

3. Certifications: Some employers may prefer or require certifications in areas like medical coding, billing, or IT help desk management (e.g., CompTIA A+ or Network+ certifications). Customer service certifications from organizations like the International Customer Service Association (ICSA) or HDI Customer Service Representative certification can be an asset.

4. Healthcare Knowledge (Preferred but Not Mandatory): Candidates with knowledge of medical billing and coding or who have worked in the healthcare industry may be more competitive. A background in HIPAA compliance and health information systems is also valued.

Companies Actively Hiring for Telehealth Customer Service Roles

Several companies in the healthcare and telehealth sector are actively recruiting customer service professionals to support their telehealth operations. Below is a list of companies currently hiring, including their websites and links to career pages.

1. Teladoc Health

Website: Teladoc Health

About the Company: Teladoc Health is a leading virtual healthcare provider offering a wide range of services, including primary care, mental health support, and dermatology consultations.

Careers: Teladoc frequently hires for customer service roles related to telehealth support, ranging from technical support specialists to patient services representatives.

2. Amwell (American Well)

Website: Amwell

About the Company: Amwell is another major telehealth provider offering comprehensive care services through its digital platform. It collaborates with hospitals, insurers, and employers to provide accessible virtual care.

Careers: Amwell recruits customer service professionals for roles in patient support, technical troubleshooting, and administrative services.

3. Doctor on Demand

Website: Doctor on Demand

About the Company: Known for providing quick access to primary care and mental health professionals, Doctor on Demand is a popular telehealth provider.

Careers: Doctor on Demand offers roles such as telehealth customer support agents and patient service coordinators, focusing on appointment scheduling and tech support.

4. MDLIVE

Website: MDLIVE

About the Company: MDLIVE offers a wide range of telehealth services, including medical and behavioral health consultations. It partners with many health plans and employers across the U.S.

Careers: MDLIVE hires telehealth support agents to help patients with appointment scheduling, troubleshooting technical issues, and addressing billing queries.

5. CVS Health (MinuteClinic)

Website: CVS Health

About the Company: CVS Health operates MinuteClinic, which offers telehealth services for minor illnesses and injuries, preventative care, and more. As a major healthcare provider, CVS also offers telemedicine consultations via its HealthHUB.

Careers: CVS Health often recruits customer service representatives and tech support roles for its telehealth operations.

6. UnitedHealth Group (Optum)

Website: UnitedHealth Group

About the Company: As one of the largest healthcare providers in the U.S., UnitedHealth Group operates Optum, its telehealth subsidiary, offering telemedicine services for a variety of health needs.

Careers: UnitedHealth Group offers multiple roles in telehealth support, including customer service agents and technical support roles for its telehealth platforms.

7. Anthem, Inc. (now Elevance Health)

Website: Elevance Health

About the Company: Formerly known as Anthem, Elevance Health is a health insurance provider offering telehealth services as part of its patient care strategy.

Careers: Customer service roles at Elevance Health include patient support specialists who manage inquiries related to telehealth consultations and virtual care services.

Salary Expectations for Telehealth Customer Service Roles

Salaries for telehealth customer service positions vary depending on factors like experience, job location, and specific responsibilities. Below is an overview of typical salary ranges:

1. Entry-Level Customer Service Representative:

   • Average Salary: $30,000 to $40,000 per year
   • Hourly Rate: $14 to $20 per hour
   • Entry-level positions typically involve handling basic customer inquiries, appointment scheduling, and providing technical support for patients.

2. Technical Support Specialist:

   • Average Salary: $40,000 to $55,000 per year
   • Hourly Rate: $18 to $26 per hour
   • This role requires a higher level of technical knowledge, troubleshooting software issues, and managing more complex technical challenges on telehealth platforms.

3. Senior Customer Support Specialist:

   • Average Salary: $50,000 to $65,000 per year
   • Hourly Rate: $22 to $31 per hour
   • Senior roles often involve managing escalated cases, working directly with IT departments to solve more significant technical issues, and providing specialized support to healthcare providers using the platform.

4. Patient Service Coordinator:

   • Average Salary: $35,000 to $50,000 per year
   • Hourly Rate: $16 to $24 per hour
   • These professionals handle patient inquiries about billing, insurance, and telehealth appointments while also assisting with onboarding and patient education.

5. Telehealth Operations Manager (Customer Support Focus):

   • Average Salary: $70,000 to $90,000 per year
   • In management roles, responsibilities extend to overseeing customer service operations, training staff, and working with product teams to improve the telehealth platform.

Career Outlook for Telehealth Customer Service Roles

The demand for telehealth services is expected to continue growing in the coming years, driven by convenience, accessibility, and ongoing innovations in healthcare technology. As a result, customer service roles within telehealth are projected to remain in high demand. This trend is reinforced by the increasing integration of telemedicine into traditional healthcare systems, with many hospitals and health providers adopting virtual care as a permanent option for patients.

Conclusion

Telehealth support roles in customer service offer dynamic and rewarding career opportunities. These roles are essential to the smooth operation of telehealth platforms, ensuring patients and healthcare providers receive the technical support and guidance they need. With the telehealth industry poised for growth, pursuing a career in this field can be both stable and fulfilling, especially for those with a passion for healthcare and technology. Whether you’re entering the job market for the first time or transitioning from a different career, telehealth customer service roles provide a unique chance to be part of the future of healthcare.

For those interested in applying, explore the career pages of companies like Teladoc Health, Amwell, and Doctor on Demand to see available opportunities and make your mark in the fast-growing telehealth industry.