Customer Success Specialist FTE (Bilingual English and Spanish) PST /MST Based.

Remo Health

16d•$29 - $35•Remote

About The Position

Remo is building the new standard of dementia care by fundamentally changing the care journey for people living with dementia and their family caregivers (a dyad). As a virtual dementia care provider, our expert clinical team designs personalized, comprehensive care to serve people with dementia and caregiver needs (instead of a one-size-fits-all approach). We empower family caregivers by connecting them with a vibrant community of other caregivers, expert content, and tools to manage the entire dementia journey – from anywhere, at any time. Our mission is simple – to provide accessible, comprehensive, quality dementia care for every person who needs it. About the Role Reporting directly to our Senior Director of Clinical Operations, you’ll be the first touchpoint for families navigating dementia care, helping them enroll in our program and get the support they need. You’ll play a critical role in setting the tone for their experience with Remo, offering warmth, clarity, and guidance at a time when they need it most. We’re looking for a full time, hourly remote teammate who loves connecting with others, is deeply empathetic, and thrives in an environment where every interaction makes a meaningful impact. If you’re excited about shaping the future of dementia care and being part of a mission-driven team at a growing company, we’d love to hear from you.

Requirements

Reside in PT or MT time zones.
Have at least four years of healthcare related customer service experience.
Are Bilingual (English and Spanish).
Are deeply curious about what makes people tick and passionate about connecting with them in authentic, meaningful ways.
Are highly empathetic with strong active listening skills.
Have strong interpersonal skills and are the type of person who could spend hours talking to others on the phone.

Nice To Haves

Have meticulous organizational skills; attention to detail matters a lot to you.
Have healthcare Customer Service experience.
Have worked in environments where you had to hit weekly/monthly goals.
Have experience enrolling patients into a digital health program and scheduling their appointments .
Have conflict resolution experience.
Have experience identifying customer objections.

Responsibilities

Guide families through the onboarding process, ensuring they feel supported from day one.
Manage referral intake by uploading documentation and maintaining proactive communication with our patient-caregiver dyads.
Serve as a responsive liaison through phone and email, collaborating across departments to elevate the overall member experience.
Provide product support / scheduling support to our members via phone call and email, with the potential need of rotating weekend coverage.
Address any questions or concerns from our dyads and appropriately follow up or escalate to the appropriate teams.
Provide dyad feedback to the Clinical, Product and Growth teams to help develop strategic improvements to the member experience.
Creates informational materials for our members as needed.
Clearly communicates who we are, what we do and how we help the dyad.
Help dyads enroll on our platform.
Communicate our sign up process over the phone.
Schedule initial visits.
Accurately documenting in our EMR & CRM
Build strong rapport and trust with the dyads we serve, delivering an experience of “Unreasonable Hospitality” from the very first interaction they have with us.
Comfortable following talking points while authentically connecting to our dyads and the families we will serve.
Stay accountable against monthly enrollment targets.
Other job duties as required

Benefits

100% Company-paid medical premiums for you and your dependents with HSA options
Dental and vision plans (50% company-paid premium on employee’s dental plan)
Dependent care FSA
Rightway Health, clinical care navigator
Employee Assistance Program
100% 401(k) match of up to 4%
$80 / month stipend for cell and wifi
20 days of PTO and 11 paid holidays
5 days sick leave
16 weeks fully paid parental leave for birthing parents and 8 weeks for non-birthing parents
Bereavement leave and pregnancy loss leave
Short-term and long-term disability insurance
Life insurance
Critical illness, accident, and hospital indemnity insurance
Pet insurance
Legal advice