Customer Support Specialist

As a Healthcare Concierge (HCC), you will play a crucial role in delivering a simplified benefits experience to healthcare users in the US. Your main responsibility will be to process members' requests and provide them with comprehensive information about their benefits in a timely manner. Additionally, you will interact with members via telephone and chat to assist them in scheduling appointments and closing gaps in care. Your goal will be to provide exceptional customer support and ensure a WOW-experience for HealthJoy's American customer base. This role offers competitive compensation, great career growth opportunities, and a chance to make a meaningful impact on the healthcare industry.

Process members' requests (tickets) and deliver a quality product

Inform members about their benefits and the best ways to use them

Interact with members via telephone and chat to assist and support an appropriate level of care

Make outbound calls to members and/or providers to assist in scheduling appointments and closing gaps in care

Search for doctors, clinics, and other healthcare facilities that suit members' needs

Conduct further communication with providers

Partner with leadership team and practice administrative or clinical staff to determine best strategies to support the practice and members

Provide exceptional customer care to HealthJoy's American customer base

Experience 6+ months

Experience in the Customer Support/Service field would be a plus

Proficiency in English language (Upper-Intermediate+ level)

Strong critical thinking skills (ask questions, gather relevant information, think through solutions and conclusions)

Ability to adapt to frequent change

Exceptional communication skills (understands and leverages the most effective channels for communicating with others (internally and externally)

High level of Empathy (presented in daily interactions with customers and peers)

Good computer literacy skills in Office Suite and Google Programs

Ability to work sufficiency both individually and as part of the team

Solid level of Accountability (follows through on commitments, take responsibility for work, and delivers work on time)

• Health insurance coverage for employees at 100% and for their spouses at 50%
• English classes with a native speaker
• Internal and external educational events
• 20 sessions of personal therapy per year
• Additional mental health lectures
• Company events including happy hours, team buildings, and team meetings
• Partnership with a sports hub for gym access with corporate discount
• Remote work during the quarantine period with provided equipment
• Commitment to equal pay and regular reviews of employee pay practices
• Commitment to equal opportunity and a diverse environment