Customer Support Specialist

Summary

Join HealthJoy's Member Services Team as a Healthcare Concierge (Customer Support Specialist) and make a significant impact on our mission to simplify healthcare benefits. This full-time, remote contract role (B2B or Independent Contractor) requires working during US core hours (7:30 AM to 4:00 PM CST) from Poland. You will process member requests, provide exceptional customer support via phone and chat, search for healthcare providers, and collaborate with internal teams. HealthJoy offers a dynamic and rewarding work environment with a high-growth trajectory. This role is crucial to our continued success and requires strong customer service, communication, and problem-solving skills.

Requirements

• Experience 6+ months in the Customer Support/Service field
• Proficiency in English language (Upper-Intermediate+ level)
• Strong critical thinking skills (ask questions, gather relevant information, think through solutions and conclusions)
• Ability to adapt to frequent change
• Exceptional communication skills (understands and leverages the most effective channels for communicating with others (internally and externally))
• High level of Empathy (presented in daily interactions with customers and peers)
• Good computer literacy skills in Office Suite and Google Programs
• Ability to work sufficiently both individually and as part of the team
• Solid level of Accountability (follows through on commitments, takes responsibility for work, and delivers work on time)

Responsibilities

• Process members’ requests (tickets)
• Deliver a quality product and fully inform members about their benefits and the best ways to use them within the shortest time possible
• Interact with members via telephone and chat to assist and support an appropriate level of care
• Make inbound/outbound calls to members and/or providers to assist in scheduling appointments and closing gaps in care
• Search for doctors, clinics, and other healthcare facilities that suit the members’ needs most accurately
• Conduct further communication with the providers
• Partner with your leadership team, the practice administrative, or clinical staff to determine the best strategies to support the practice and our members
• Provide WOW experience and care to HealthJoy’s American customer base