JOB DESCRIPTION

• As a touch point with our customers, represent Heal and our values with an exceptionally compassionate and empathetic attitude. Deliver on Heal’s commitment to its customers every time.
• Make every communication and interaction between Heal and its customers a positive and professional experience.
• Ensure that all inbound customer communications are handled in a timely, friendly and professional manner.
• Use software ticket tracking system for triage, communication and resolution workflows.
• Manage process for resolution of customer service tickets.
• Use internal knowledge base to solve tickets.
• Suggest knowledge base items as and when undocumented issues arise.
• Identify systematic issues based on your experience working directly with customers.
• Follow the escalation protocol correctly to ensure tickets are routed to the right Tier 2 and Tier 3 channels.
• Answer inbound phone calls with professionalism and poise.
• Initiate outbound phone calls with patients to confirm visit times or reschedule visits as needed.
• Resolve issues effectively and efficiently while providing an incredible customer service experience to patients.
• Train, onboard and mentor new team members as the team grows.

REQUIREMENTS

• Hands-on, start-up scrappy mindset.
• 1-3+ years work experience in Customer Service or Front Desk hospitality required.
• Bachelor’s degree preferred.
• Passionate about delivering outstanding customer service.
• Strong experience in customer facing environments.
• Experience in companies with strong customer service track records (preferred).
• Ability to handle customer stress with composure.
• Tech savvy. Comfortable with products, technology and systems.
• Motivated learner who wants to increase their knowledge and experience in the healthcare space.
• Bilingual preferred but not required (Spanish and other languages).
• Excellent verbal and written communications skills.
• Must work well in a team environment.

ATTRIBUTES

• Understand and embrace Heal’s mission.
• Entrepreneurial, scrappy, do-before-you-delegate.
• Resourceful problem solver and analytical thinker.
• A process-driven builder who is thoughtful and able to create the playbook.
• You want to be part of something bigger than yourself.
• Compassionate with grit and determination.

IND123