Customer Success Representative PH

Job summary

The main objective of this role is to handle email and slack inquiries/issues in a timely manner.

Respond to patient/customer questions via zendesk. Review, complete and close tickets that are assigned. Communicate in a kind, compassionate and professional manner with patients as this is a very underserved community that deserves optimal care and treatment. Willing to learn how to use Healthie (the electronic health record that we use). Complete daily checklists.

Overall, a Customer Service Representative plays a pivotal role in ensuring that patients have a smooth and positive experience when using our telehealth service while adhering to privacy and security regulations. They are often the first point of contact for patients and contribute significantly to the Fridays reputation and patient satisfaction.

Responsibilities:

• Answering emails, or messages from patients seeking assistance
  
• Providing guidance on how to schedule appointments, access the telehealth platform (Health 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 isn't, assisting in uploading insurance information) and explaining the telehealth billing process, co-pays, 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 company's 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 up-to-date 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 (co-founders 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 data-driven improvements to its services.
  
• Demonstrating excellent communication skills, empathy, and active listening when interacting with patients to build trust and rapport.
  

• English level B2 conversational and written.
  
• 1-2 years of experience in customer service.
  
• Proficient in Zendesk (CRM), Ringcentral and Slack
  
• Experience in healthcare industry nice to have
  
• Work schedule Wednesday through Sunday 8am - 5pm EST (Monday and Tuesday off)
  
• Organizational and tracking skills
  

Competitive salary

Prepaid medicine - SURA

Life insurance

Birthday day off.

Indefinite-term labor contract, with all the benefits of the law, directly with the company.