Customer Success Representative

This is a remote position. About the Client: Their approach combines groundbreaking medication with coaching, support, and sustainable lifestyle adjustments to facilitate long-lasting weight loss. Job Summary: Handle email and Slack inquiries/issues on time. Respond to patient/customer questions via Zendesk. Review, complete, and close tickets that are assigned. Communicate in a kind, compassionate, and professional manner with patients as this is a very underserved community that deserves optimal care and treatment. Willing to learn how to use Healthie (the electronic health record we use). Complete daily checklists. Overall, a Customer Service Representative plays a pivotal role in ensuring that patients have a smooth and positive experience when using our telehealth service while adhering to privacy and security regulations. They are often patients’ first point of contact and contribute significantly to Fridays reputation and patient satisfaction. Responsibilities: Organizational and Tracking skills Proficient in Zendesk, Google Sheets, Slack, and Healthie is ideal. Patient Support: Answering emails, or messages from patients seeking assistance Providing guidance on how to schedule appointments, access the telehealth platform (Healthie), and navigate the online patient portal. Technical Assistance: Assisting patients with technical issues related to telehealth software or mobile applications, such as login problems, video/audio issues, or troubleshooting. Appointment Scheduling: Managing appointment bookings and cancellations for patients, ensuring accurate scheduling and timely reminders. Insurance Verification: Verifying patients’ insurance information is uploaded (and if it isn’t, assist in uploading insurance information) and explaining the telehealth billing process, co-pays, and deductibles. Information Sharing: Educating patients about the telehealth process, including consent forms, privacy policies, and security measures to ensure confidentiality. Billing Inquiries: Addressing billing inquiries and disputes, assisting patients in understanding their invoices, and coordinating with the billing department as needed. Complaint Resolution: Resolving patient complaints, concerns, or disputes in a professional and empathetic manner to ensure a positive patient experience. Coordination with Healthcare Providers: Collaborating with healthcare providers to facilitate telehealth appointments, relay patient information, and address any issues or questions they may have. Data Entry and Documentation: Accurately recording patient information, interactions, and service requests in the company’s database or customer relationship management (CRM) system. Quality Assurance: Participating in quality assurance programs to ensure adherence to telehealth best practices and providing feedback to improve service quality. Compliance: Staying up-to-date with healthcare regulations and telehealth industry standards to ensure compliance with legal and ethical guidelines. Training and Development: Participating in ongoing training programs to enhance knowledge of telehealth technology and patient support skills. Cross-Functional Collaboration: Collaborating with other departments such as IT (from Healthie), OpenLoop (clinical group) and operations (co-founders of Fridays) to address patient needs and improve the overall telehealth experience. Reporting: Generating reports on customer inquiries, trends, and feedback to help the company make data-driven improvements to its services. Communication Skills: Demonstrating excellent communication skills, empathy, and active listening when interacting with patients to build trust and rapport. Requirements Must have Fiber Optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from 9PM-6AM Monday to Friday (with a possibility of weekend schedule) Benefits WHAT 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