Customer Success Specialist

Role Overview

• Drive patient satisfaction and trust by providing clear guidance and proactive communication throughout the patient journey.
• Contribute to operational efficiency by coordinating cross-functional efforts with clinical and operations teams.
• Improve patient outcomes by tracking progress, following up on orders or prescriptions, and ensuring timely resolution of issues.
• Identify recurring patient challenges and provide actionable feedback to leadership to enhance processes and communication.
• Support the company’s goal of delivering a consistent, high-quality patient experience that fosters long-term engagement.
• Support patients throughout their journey, ensuring a clear, positive, and consistent experience
• Respond to patient questions via chat, email, and internal systems with empathy and clarity
• Take ownership of patient concerns from first interaction through resolution
• Build trust by communicating next steps, timelines, and expectations effectively
• Maintain accurate documentation of all patient interactions
• Coordinate with clinical, pharmacy, and operations teams to guide patients through required next steps
• Proactively follow up on open concerns to ensure patients feel supported and informed
• Escalate patient concerns when needed while remaining accountable for resolution
• Track patient progress across orders, prescriptions, and services
• Communicate delays, updates, or required actions proactively
• Ensure patients have the information needed to move forward confidently
• Handle limited phone interactions to resolve concerns or clarify next steps
• Document conversations, actions taken, and outcomes clearly
• Handle sensitive information responsibly and in compliance with healthcare standards
• Identify recurring patient concerns and share feedback with leadership
• Contribute to improvements in patient communication and experience

Requirements

• 2+ years in customer success, patient support, or a healthcare-facing service role
• Fluent in English, strong written and verbal communication skills
• Experience managing multiple cases or workflows simultaneously
• High ownership and accountability with proactive follow-through
• Comfortable navigating cross-functional collaboration in fast-paced environments
• Empathetic, patient-facing demeanor
• Experience with clinical, pharmacy, or telehealth operations (Preferred)
• Previous use of CRM systems to track patient interactions (Preferred)
• Familiarity with healthcare compliance standards (HIPAA or equivalent) (Preferred)
• Ticketing platforms (Required)
• Customer support platforms (Required)
• Internal documentation tools (Required)
• Secure communication systems (Required)
• EHR or medical record systems (Required)

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide