Role overview
The Specialist, Customer Experience supports healthcare provider accounts through calls, email, and chat, helping customers resolve problems and make effective use of a digital healthcare platform. The position combines responsive service with proactive feature recommendations and tailored solutions. Success includes building authentic customer relationships, increasing engagement, and demonstrating the ability to upsell relevant features.
Provider Support and Engagement
- Deliver high-quality service across phone, email, and chat while identifying opportunities to recommend additional features and simplify platform use.
- Find ways to reduce friction in providers' interactions across support channels and improve their overall experience.
- Resolve issues promptly, offer proactive solutions, and make each interaction a helpful, personal connection between the platform and its users.
- Build detailed knowledge of the platform and its services, then use that knowledge to explain their value and encourage engagement.
- Keep accurate records of every customer interaction, regardless of the communication channel.
Experience and Working Style
- Bring customer service experience, strong written and verbal communication, and effective interpersonal skills.
- Apply sound problem-solving skills and adapt readily in a fast-paced environment.
- Stay organized and attentive to detail while delivering consistently high-quality service.
- Approach providers with empathy and a positive attitude, collaborate closely with colleagues, and remain willing to learn new techniques and systems.
- Demonstrate a commitment to helping healthcare providers find solutions and making healthcare easier to access.
Preferred background:
- Customer service experience in healthcare or a technology-related field.
Remote Work and Compensation
The position is listed as USA Remote, with a flexible work environment. The published remote hourly pay range is $23–$27 USD. Base pay depends on experience, qualifications, and skills. Certain positions may also qualify for variable pay or equity; the recruiter will explain the complete compensation package and whether those elements apply.
Benefits
- Competitive paid time off and fully paid employee health benefit options, including medical, dental, and vision coverage.
- A 401(k) plan with an employer-funded match.
- A corporate wellness program through Wellhub and cell phone reimbursement.
- Sabbatical leave after five or more years of service.
- Competitive paid parental leave and fertility or family-planning reimbursement.
- Employee resource groups and employee clubs supporting community and belonging.
Applications receive equal consideration without discrimination or harassment based on characteristics protected by applicable law. Applicant information is subject to the job applicant privacy notice.