Bilingual Customer Support Specialist

Summary

Join Sprinter Health's growing customer support team as a Bilingual (Spanish/English) Customer Support Specialist! You will be the first point of contact for customers, providing timely and flawless support. Responsibilities include handling high-volume inbound and outbound calls, texts, and emails, resolving customer inquiries, and coordinating with other teams. This role requires at least 2 years of high-volume customer service experience in healthcare, proficiency in EHR systems, and strong communication skills. You will work from 9:00 am to 5:30 pm Central Time. Sprinter Health offers excellent benefits, including fully paid medical, dental, and vision, flexible PTO, 401(k) matching, generous parental leave, and more.

Requirements

• Willingness to work central time zone (CDT) hours every week day. You will work from 9:00 am to 5:30 pm central time
• Fluency in Spanish (you must speak, write, and read proficiently)
• At least 2 years of high volume / fast-paced patient / participant / customer service experience in the healthcare industry
• Proficiency using electronic health record (EHR) systems and other healthcare software
• Strong communication and interpersonal skills, with the ability to effectively liaise between clinical and administrative teams
• Excellent organizational skills and attention to detail to ensure accuracy in appointment documentation and record-keeping
• Ability to adapt to changing priorities and work effectively in a fast-paced environment
• Commitment to maintaining patient confidentiality and delivering high-quality, patient-centered care

Responsibilities

• Field and resolve overnight questions and supporting requests from our customers and partners
• Handle a high volume of inbound and outbound calls, texts, and emails, related to patient interactions, clinical staff communications, and other inquiries, ensuring prompt and professional support
• Escalate questions and concerns to other teams for additional assistance
• Help Clinical Managers and Sprinters (mobile phlebotomists) with real-time scheduling changes
• Handle clerical work that may be required prior to and after appointments to ensure our Sprinters can focus on delivering high quality care in the home
• Support the Care Coordination team by confirming PCP fax information, obtaining missing appointment information, providing appointment updates, and identifying areas for workflow improvement
• Handle additional responsibilities and/or projects as designated, which may include enhancements to processes and the facilitation of cross-training across various departments

Preferred Qualifications

• Experience coordinating tasks with national labs such as Quest or LabCorp such as requisition review, issue investigation, result tracking, etc. is preferred
• Experience using Zendesk is preferred

Benefits

• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 11 paid holidays per year
• 401(k) with a match
• 16-week parental leave policy for birthing parent, 8 weeks for a partner, 100% paid
• HSA contributions
• Life insurance, plus short and long-term disability coverage
• Annual learning stipend
• $21 - $22 an hour