Customer Support Specialist

As the Healthcare Concierge (HCC), you will be responsible for processing members' requests and delivering a quality product while fully informing them about their benefits. Your role involves interacting with members via telephone and chat to provide appropriate care and support, including scheduling appointments and closing gaps in care. Additionally, you will search for healthcare facilities that suit members' needs and collaborate with the leadership team to support the practice and enhance the customer experience. This position requires customer support experience, strong critical thinking and communication skills, adaptability, empathy, and computer literacy. The role offers a competitive compensation package, career growth opportunities, healthcare benefits, educational support, and a mental health support program.

• Process members' requests 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 care
• Make outbound calls to members and/or providers to assist in scheduling appointments and closing gaps in care
• Search for doctors, clinics, and healthcare facilities that suit members' needs
• Communicate with providers
• Partner with leadership team and practice staff to support the practice and members
• Provide exceptional customer care to HealthJoy's American customer base
• Have customer support industry experience
• Possess proficiency in English language
• Demonstrate strong critical thinking skills
• Adapt to frequent change
• Exhibit exceptional communication skills
• Show a high level of empathy
• Have good computer literacy skills
• Work both individually and as part of a team
• Demonstrate accountability
• Work on a schedule from 15:30 to 24:00, 5 days a week
• Receive 20 paid vacation days per 12 month period
• Receive competitive compensation, including base salary and bonuses
• Have opportunities for career growth
• Receive health insurance coverage for employees and their spouses
• Participate in English classes and educational events
• Access mental health support program
• Attend company events such as happy hours and team buildings

• Customer Support industry experience 6+ months
• Proficiency in English language (Upper-Intermediate+ level)
• Strong critical thinking skills
• Ability to adapt to frequent change
• Exceptional communication skills
• High level of Empathy
• 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
• Working schedule 5/2 – 15:30 to 24:00
• 20 paid vacation days per 12 month period, paid days for sick-leaves
• Competitive compensation including base salary, bonuses, and tax compensation
• Great career growth opportunities
• Health insurance coverage for employees at 100% and for their spouses at 50%
• Education opportunities including English classes and educational events
• Mental health support program with personal therapy sessions
• Company events such as happy hours and team buildings

• Career growth opportunities from junior to senior positions
• Health insurance coverage for employees at 100% and for spouses at 50%
• English classes with a native speaker and internal/external educational events
• 20 sessions of personal therapy per year and additional mental health lectures
• Company events including happy hours, team buildings, and educational/recreational events
• Corporate discount and special proposals for gym membership
• Remote work during the quarantine period with provided equipment
• Commitment to equal pay based on qualifications, experience, and work
• Thorough annual reviews of employee pay and pay practices
• Assessment of external market and internal equity for like roles
• Commitment to equal opportunity and being an equal opportunity employer
• Consideration for employment without regard to various personal characteristics
• Encouragement to apply even if not meeting every requirement