Customer Success Specialist
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Job Description
Customer Success Specialist supporting patients to ensure a smooth experience in a healthcare technology company. Focused on communication and operational efficiency throughout the patient journey.
Responsibilities:
- **Your Impact:**
- Drive patient satisfaction and trust by providing clear guidance and proactive communication throughout the patient journey.
- Contribute to operational efficiency by coordinating cross-functional efforts with clinical and operations teams.
- Improve patient outcomes by tracking progress, following up on orders or prescriptions, and ensuring timely resolution of issues.
- Identify recurring patient challenges and provide actionable feedback to leadership to enhance processes and communication.
- Support the company’s goal of delivering a consistent, high-quality patient experience that fosters long-term engagement.
- Core Responsibilities**Patient Support & Experience Ownership – 40%**
- Support patients throughout their journey, ensuring a clear, positive, and consistent experience
- Respond to patient questions via chat, email, and internal systems with empathy and clarity
- Take ownership of patient concerns from first interaction through resolution
- Build trust by communicating next steps, timelines, and expectations effectively
- Maintain accurate documentation of all patient interactions
- **Guidance & Cross-Functional Collaboration – 25%**
- Coordinate with clinical, pharmacy, and operations teams to guide patients through required next steps
- Proactively follow up on open concerns to ensure patients feel supported and informed
- Escalate patient concerns when needed while remaining accountable for resolution
- **Patient & Order Follow-Ups – 20%**
- Track patient progress across orders, prescriptions, and services
- Communicate delays, updates, or required actions proactively
- Ensure patients have the information needed to move forward confidently
- **Calls, Escalations & Communication – 10%**
- Handle limited phone interactions to resolve concerns or clarify next steps
- Document conversations, actions taken, and outcomes clearly
- **Quality, Compliance & Experience Improvement – 5%**
- Handle sensitive information responsibly and in compliance with healthcare standards
- Identify recurring patient concerns and share feedback with leadership
- Contribute to improvements in patient communication and experience
Requirements:
- Must-Haves (Required)
- 2+ years in customer success, patient support, or a healthcare-facing service role
- Fluent in English, strong written and verbal communication skills
- Experience managing multiple cases or workflows simultaneously
- High ownership and accountability with proactive follow-through
- Comfortable navigating cross-functional collaboration in fast-paced environments
- Empathetic, patient-facing demeanor
- Nice-to-Haves (Preferred)
- Experience with clinical, pharmacy, or telehealth operations
- Previous use of CRM systems to track patient interactions
- Familiarity with healthcare compliance standards (HIPAA or equivalent)
- **Tools Proficiency**Must-Haves (Required)
- Ticketing platforms
- Customer support platforms
- Internal documentation tools
- Secure communication systems
- EHR or medical record systems
- Nice-to-Haves (Preferred)
- Workflow automation tools
- CRM platforms
- Healthcare-specific software
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
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