Customer Success Representative

This is a remote position.

• Organizational and Tracking skills
  
• Proficient in Zendesk Google Sheets Slack and Healthie is ideal.
  

• Answering emails or messages from patients seeking assistance
  
• Providing guidance on how to schedule appointments access the telehealth platform (Healthie) and navigate the online patient portal.
  

• Assisting patients with technical issues related to telehealth software or mobile applications such as login problems video/audio issues or troubleshooting.
  

• Managing appointment bookings and cancellations for patients ensuring accurate scheduling and timely reminders.
  

• Verifying patients insurance information is uploaded (and if it isnt assist in uploading insurance information) and explaining the telehealth billing process copays and deductibles.
  

• Educating patients about the telehealth process including consent forms privacy policies and security measures to ensure confidentiality.
  

• Addressing billing inquiries and disputes assisting patients in understanding their invoices and coordinating with the billing department as needed.
  

• Resolving patient complaints concerns or disputes in a professional and empathetic manner to ensure a positive patient experience.
  

• Collaborating with healthcare providers to facilitate telehealth appointments relay patient information and address any issues or questions they may have.
  

• Accurately recording patient information interactions and service requests in the companys database or customer relationship management (CRM) system.
  

• Participating in quality assurance programs to ensure adherence to telehealth best practices and providing feedback to improve service quality.
  

• Staying uptodate with healthcare regulations and telehealth industry standards to ensure compliance with legal and ethical guidelines.
  

• Participating in ongoing training programs to enhance knowledge of telehealth technology and patient support skills.
  

• Collaborating with other departments such as IT (from Healthie) OpenLoop (clinical group) and operations (cofounders of Fridays) to address patient needs and improve the overall telehealth experience.
  

• Generating reports on customer inquiries trends and feedback to help the company make datadriven improvements to its services.
  

• Demonstrating excellent communication skills empathy and active listening when interacting with patients to build trust and rapport.
  
  

Requirements

• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work from 9PM6AM Monday to Friday (with a possibility of weekend schedule)
  
  

Benefits