Specialist, Customer Experience (Cleveland)

About the job

1. About Our Client:

The organization operates in the healthcare marketplace sector, addressing the inefficiencies and poor customer experience patients face when seeking medical care. Patients often encounter outdated insurance directories, long wait times for appointments, and unexpected billing, reflecting a lack of market power in healthcare. To tackle these challenges, the company has developed a digital platform that simplifies the process of finding and booking in-person or virtual healthcare visits across all 50 states, covering over 200 specialties and 12,000 insurance plans. This platform empowers patients to make informed choices, aiming to improve healthcare quality and reduce costs by fostering competition among providers. The organization has been a leader in its space for 18 years and continues to grow its impact.

2. About the Opportunity:

The Specialist, Customer Experience plays a key role in delivering exceptional service to healthcare provider accounts. This position is responsible for building authentic relationships with providers, facilitating their use of the platform, and promoting relevant features that enhance their experience. The role involves managing communications through calls, emails, and chat to ensure providers can access and benefit from the platform efficiently. Success in this position supports the broader mission of improving healthcare access and provider engagement.

3. Responsibilities:

• Deliver high-quality customer service to healthcare providers via calls, emails, and chat

• Proactively upsell platform features and offer tailored solutions to providers

• Simplify provider interactions with the platform across multiple channels

• Represent the organization’s values and create positive, lasting impressions in every interaction

• Resolve issues promptly and effectively to maintain user satisfaction

• Develop a deep understanding of the platform to demonstrate its value to users

• Accurately document all customer interactions and follow-up activities

4. Requirements:

• Strong verbal and written communication skills

• Experience in customer service, preferably in healthcare or technology

• Effective problem-solving skills and ability to adapt in a fast-paced environment

• Excellent organizational skills and attention to detail

• Commitment to delivering outstanding customer service aligned with the organization’s mission

5. Pay Range and Compensation Package:

• Remote hourly pay range $21—$26 USD

• The full compensation package includes consideration of experience, qualifications, and skills, with eligibility for variable pay and/or equity discussed during the recruitment process

6. Benefits & Perks:

• Flexible work environment

• Competitive paid time off

• 100% paid employee health benefits including medical, dental, and vision

• 401(k) plan with employer match

• Corporate wellness program

• Sabbatical leave for employees with 5+ years of service

• Paid parental leave and fertility/family planning reimbursement

• Cell phone reimbursement

• Employee Resource Groups and community clubs

• Certified Great Place to Work

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.