Original listing text, shown exactly as published by the company.
About the role (What you'll be doing)
This isn’t your ordinary customer support role. You won't just be executing processes or answering tickets; you'll be at the forefront of resolving patient issues and delivering high-quality care.
As a Customer Support Specialist, you’ll be an essential part of our mission to provide outstanding support to our patients, through multiple channels -- either e-mail, chat, and inbound or outbound calls.
Your core responsibilities
- Patient-Centric Problem Solving: You'll take ownership of patient issues, ensuring they are resolved swiftly and effectively. Your focus is on delivering the highest standard of care and support with the highest empathy, making a real difference in the lives of our patients.
- Collaborative Partnerships: Work closely with our doctors, pharmacies, and delivery partners to coordinate and deliver the best possible outcomes for our patients, ensuring seamless communication and collaboration across teams.
- Exceeding Service Targets: Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT), tickets solved, Average Handling Time (AHT), and other service-related goals.
- Process Improvement & Innovation: Identify opportunities to enhance our services through optimized processes and automation. You’ll not only spot inefficiencies but also take the initiative to design and implement solutions that improve our support operations.
- Trend Identification & Escalation: Monitor and escalate recurring issues or patterns in patient tickets to your colleagues and team leaders. Your attention to detail will be crucial in preventing future problems and enhancing our service quality.
About you (Who you are)
- You have 2+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles (e.g. virtual assistance, travel and hospitality, financial services, e-commerce support, real estate, logistics)
- You love solving problems and driving outcomes for patients and customers
- You have strong attention to detail
- You have strong English written and verbal communication skills, and the ability to use a range of tones of voice to interact with customers
- You have strong computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a must)
- You are fantastic at anticipating next steps and taking proactive action
- You have an interest in healthcare and wellness, or experience in the healthcare space or allied services
