Customer Success Specialist

About the Client: OpenLoop was founded with the mission to expand access to care for patients across the country by bringing healthcare into the home. What truly sets their team apart is the level of quality, care, and compassion they pour into supporting their digital health clients wherever they need assistance the most. Its safe to say, they are as passionate about providing superior virtual care as they are and it shows!Job Summary:This role will be a member of the Operations team, collaborating closely with the Director of Customer Success to ensure a seamless user experience for clients from contract signing through relationship growth.Responsibilities:Support and participate in all functions of supporting the clients unique program including, but not limited to: proactive communication, identifying issues, resolving issues, and reporting.Demonstrate an ability to multi-task and problem-solve.Complete tasks with attention to detail while exhibiting a sense of urgency and effective communication to keep clients apprised of all necessary updates.Manage client expectations by understanding the client agreement and how OpenLoops services align with contract obligations such as Service Level Agreements (SLAs).Enters accurate and detailed updates in our support systems like Zoho Desk, Zoho Phones, and Health as needed. Ensure data entry and integrity.Partners with OpenLoop teams like Clinical and Non-Clinical Patient Support and Customer Success.Gather complex needs and align them with the proper internal resources needed to power our partners care delivery systems.Continuously improving existing processes to evolve our product and offerings.Identifying gaps and training clinicians on various requirements needed to run our services.Highly organized, self-starting, problem-solver with strong follow-through skills.Ensure that current technical workflows continue to be effective and identify and escalate issues when things are not working effectively.Demonstrate strong written and verbal communication skills.Strong phone skills and the ability to multitask and look up all the relevant and necessary information, access the situation, understand the next steps, and communicate appropriately to patients while on the phone.Provide exemplary customer service, focusing on execution of problem-solving any client/patient issues that arise.Ensuring all appointments/visits are completed to customer satisfaction. The expectation is that this is done in a timely manner and with a lot of attention to detail, including ensuring scheduled appointments are made in the correct time zones.Acting as a proxy for the Customer Success and Implementation Manager on various meetings and workflows such as legal, customer success, and communicationsImproving team efficiency by creating optimum processes with technology and people.Requirements1+ years of experience working on projects in a startup or healthcare environment required English Proficiency: C1 or higherProven capacity to learn new technologies for maximum project successAbility to construct effective emails giving clients and internal stakeholders all necessary background and project updatesAbility to thrive in a rapidly changing, high-energy, high-expectations environmentExcellent written and spoken communicationAn energetic, mature, positive attitude that works well independently and with a team.Proven track record of taking initiative.Ability to manage multiple projects and tasks, while staying organized and efficientMust have Fiber Optic internet with at least 25 Mbps bandwidthMust have a backup desktop or laptop with the latest OSMust be able to work following US hoursMust be amenable to reporting to our Makati office as requiredBenefitsWHAT WE OFFER: Great Place to Work-Certified Company Premium HMO Holistic employee experience Work-from-home and hybrid work setup Rewards and incentives Monthly engagement activities Career advancement opportunities Paid referral program