Customer Success Specialist

Role Overview

• Responsible for responding to all customer requests via email or phone in a timely manner.
• Assist patients with clinical program enrollment and registration.
• Respond to patient questions and complaints as required, resolving problems, and maintaining high patient satisfaction levels.
• Communicate with patients in a kind, patient, and empathetic manner.
• Create and promote a positive patient experience.
• Provide basic support to patients for smartphone application installation and activation.
• Assist patients with basic troubleshooting.
• Escalate product issues to appropriate team members.
• Fully investigates product issues to assist technical team in troubleshoot
• Utilize proper software and tools to maintain records and access technical information
• Accountable for all required record-keeping
• Collect, analyze, and report on support metrics.
• Participate in the creation and continuous improvement of documentation and processes
• Build relationships and foster teamwork with team members, leadership, and other departments.
• Maintain a HIPAA-compliant environment.
• Perform additional duties as assigned.

Requirements

• Prior experience in health care is preferred.
• Prior support experience is preferred
• Experience with and knowledge of smartphones and computer technology.
• Computer skills necessary to function in web applications and support software.
• Excellent communication and customer service skills.

Benefits

• Competitive Health & Welfare Benefits
• Monthly $43 stipend to use toward ancillary benefits
• HSA with qualifying HDHP plans with company match
• 401k plan after 6 months of service with company match (Part-time employees included)
• Employee Assistance Program that is available 24/7 to provide support
• Employee Appreciation Days
• Employee Wellness Events