Healthcare Concierge (Customer Support Specialist)

Employment Type: Full-time

Location Type: Remote (Must reside in Poland)

Salary: Not Specified

Position Overview

HealthJoy is seeking a dedicated and compassionate Healthcare Concierge (Customer Support Specialist) to join our Member Services Team. This role is crucial in delivering a high-quality product and ensuring members are fully informed about their healthcare benefits and how to best utilize them. You will be responsible for processing member requests (tickets) efficiently and effectively, providing exceptional support to HealthJoy's American customer base.

Responsibilities

• Process member requests (tickets) with a primary focus on quality and timeliness.
• Inform members about their benefits and the best ways to utilize them.
• Interact with members via telephone and chat to provide assistance and appropriate care.
• Conduct inbound and outbound calls to members and/or providers to assist with scheduling appointments and closing gaps in care.
• Search for doctors, clinics, and other healthcare facilities that best meet members' needs.
• Communicate with healthcare providers to facilitate member care.
• Collaborate with leadership, administrative, and clinical staff to develop strategies for supporting practices and members.
• Deliver a "WOW" experience and exceptional care to HealthJoy's American customers.

Requirements

• Experience: 6+ months in the Customer Support/Service field.
• Language Proficiency: English (Upper-Intermediate+ level).
• Critical Thinking: Strong ability to ask questions, gather relevant information, and think through solutions and conclusions.
• Adaptability: Ability to adapt to frequent changes in processes and priorities.
• Communication Skills: Exceptional ability to understand and leverage the most effective communication channels, both internally and externally.
• Empathy: High level of empathy demonstrated in daily interactions with customers and peers.
• Computer Literacy: Good computer skills, including proficiency in Office Suite and Google Programs.
• Teamwork & Independence: Ability to work effectively both individually and as part of a team.
• Accountability: Solid level of accountability, including following through on commitments, taking responsibility for work, and delivering on time.
• Availability: Must be available to work during US core hours (7:30 AM - 4:00 PM CST / 14:30 - 23:00 CET).

Company Information

HealthJoy is an industry-leading tech platform that simplifies healthcare benefits for users. We consolidate complex benefits like telemedicine and mental health services into an easy-to-understand experience, saving users time and money. With over $100M in fundraising, including a recent Series D, HealthJoy has been recognized as one of Inc.'s Fastest Growing Startups and Built In Chicago’s Best Places to Work. We are a globally growing company with nearly 400 team members, committed to high growth and high impact.

• Mission: To remove the complexity from healthcare benefits.
• Culture: Unbelievably talented, hard-working, and compassionate team driving towards a shared mission.