Customer Experience Operations Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Experience Operations Specialist resolving patient issues across telemedicine workflows at a consumer biotech company. Collaborating with clinical and operational teams to enhance patient satisfaction and trust.
Responsibilities:
- Own patient cases end-to-end across chat, email, and internal systems until full resolution
- Investigate issues related to billing, orders, accounts, and service workflows
- Navigate multiple tools and workflows without unnecessary handoffs or dropped cases
- Handle complex or sensitive cases with professionalism, empathy, and accountability
- Maintain clear, accurate, and complete documentation across all systems
- Diagnose root causes of issues across operational, clinical, and pharmacy workflows
- Partner with internal teams to unblock cases and drive resolutions forward
- Escalate issues thoughtfully while retaining ownership of outcomes
- Identify service gaps and ensure they are addressed proactively
- Prepare, review, and organize patient or customer information required for next steps
- Track order, prescription, or service milestones and follow up on delays
- Communicate timelines, requirements, and updates clearly to patients
- Handle limited inbound or outbound calls when required to resolve complex cases
- Document escalations, actions taken, and final outcomes accurately
- Handle sensitive information with strict attention to accuracy, privacy, and compliance
- Identify recurring operational issues and share insights with CX and Operations leads
- Support ongoing workflow and process improvements
Requirements:
- 2+ years of experience in customer operations, customer support operations, or CX roles
- Experience owning complex cases end-to-end rather than high-volume call queues
- Strong problem-solving and root-cause analysis skills
- High attention to detail and comfort working within structured systems and workflows
- Excellent written and verbal English communication skills
- Ability to work cross-functionally with clinical, pharmacy, or operations teams
- Comfort handling sensitive or regulated information with professionalism
- Nice-to-Haves (Preferred)
- Experience in healthtech, telemedicine, or regulated service environments
- Familiarity with healthcare workflows, prescriptions, or order management
- Experience supporting escalation-heavy or exception-based cases
- **Tools Proficiency**Must-Haves (Required)
- EHR or healthcare workflow systems
- Customer support or ticketing platforms
- Slack
- Notion
- Google Workspace
- Nice-to-Haves (Preferred)
- CRM or CX platforms
- Scheduling tools
- No-code or automation tools
Benefits:
- **Competitive Salary:** Based on experience and skills
- **Remote Work:** Fully remote—work from anywhere
- ** Performance Bonus:** Based on data accuracy, reporting timeliness, and overall sales efficiency
- ** Team Incentives:** Recognition for maintaining 100% CRM hygiene and on-time reporting
- ** Generous PTO:** In accordance with company policy
- ** Health Coverage for PH-based talents:** HMO coverage after 3 months for full-time employees
- **Direct Mentorship:** Guidance from international industry experts
- **Learning & Development:** Ongoing access to resources for professional growth
- **Global Networking:** Connect with professionals worldwide
Similar Jobs
Technical Customer Support Specialist – SaaS
Technical Support Specialist for rapidly scaling SaaS company in elective medicine field. Responsible for cross-functional technical investigation and support coordination.
Seasonal Customer Support Agent
Seasonal Customer Support Agent at ParentSquare addressing customer inquiries via email, chat, and phone. Efficiently resolving issues during high-volume back-to-school period with potential for full-time transition.
Pharmacy Support Specialist
Pharmacy Support Specialist processing Central Fill–eligible Auto Refills while collaborating with onsite teams. Delivering exceptional client care and maintaining service levels in a remote role.
Campaign Account Support Specialist – Level 2
Campaign Account Support Specialist fostering strong relationships with teams and partners in biopharma services. Managing print intake, direct mail execution, and HCP service initiatives with compliance.
Campaign Account Support Specialist – Level 3
Campaign Account Support Specialist managing fulfillment operations and HCP service initiatives. Overseeing print intake and demand management for pharma clients.
Support Specialist 3 – Magnetic Resonance
Remote Support Specialist providing technical support to customers and engineers for Siemens MR equipment. Responsible for troubleshooting, resolving technical issues, and assisting with on-site repairs.
Bilingual Customer Service Specialist, B2B
Bilingual Customer Service Expert providing support to retailers with exceptional service in French and English. Engaging clients and promoting new products while maintaining strong relations.
Senior Manager – Customer Support
Senior Manager of Customer Support responsible for leading global technical teams at Castor. Enhancing customer satisfaction metrics and ensuring operational excellence across services.
Customer Experience Specialist
Customer Experience Specialist providing personalized travel planning support for clients. Emphasizing relationship-building and service excellence throughout the travel planning process.
Service Support Specialist – Insurance, Spanish
Service Support Specialist managing customer inquiries and insurance policy servicing for COVU's clients. Ensuring satisfaction through efficient case management in a remote role based in Peru.
Customer Service
Remote Customer Support Reps working for Virtual Vantage Inc in a customer service role. Handling customer inquiries and ensuring satisfaction while working from home.
Customer Support Specialist
Customer Support Specialist managing member inquiries and support tickets for Espresa's personal benefits platform. Ensuring service excellence across multiple channels while achieving specific performance targets.
Freelancer Assistenza Clienti – Nutrizione/Salute
Freelancer Customer Support assisting Italian customers in health and nutrition sector for SHEKO GmbH. Engage with customers through social media and community management.
Support Manager, Customer Experience
Support Manager leading customer experience initiatives for AI-powered gym management platform PushPress. Building systems and standards to enhance customer support functions.
Customer Service Representative
Customer Service Representative in e-learning engaging with veterans and ensuring satisfaction through inquiries and support. Remote work from anywhere in the United States, emphasizing effective communication.
Overnight Sales and Customer Service Representative
Customer Service Representative focusing on fielding inquiries via various communication channels. Engaging with customers to resolve issues and meet sales objectives while creating a positive experience.
Customer Service Representative – Administration, Finance
Inhouse Consultant for Infoma ERP providing financial software support and customer service. Engaging with users to improve their experience and resolve inquiries effectively.
Digital Customer Experience Manager
Digital Customer Experience Manager enhancing customer relations and pursuing strategic revenue opportunities. Responsible for business development through product and market innovation in a remote work environment.
Customer Service Representative – Administration, Finance
As Inhouse Consultant for Infoma ERP, support users in financial accounting. Analyze customer inquiries and provide solutions while ensuring a quality service experience.
Bilingual Customer Service Advocate, Russian
Customer Care professional resolving inquiries for Centene's 28 million members and providers. Focused on providing accurate and timely personalized support via various communication channels.