Customer Support Specialist

Summary

Join HealthJoy's Member Services Team as a fully remote Healthcare Concierge (Customer Support Specialist) based in Ukraine and make a significant impact on our mission to simplify healthcare. You will process member requests, ensuring timely and high-quality service. Interact with members via phone and chat, assisting with appointments and care coordination. Search for suitable healthcare providers and communicate with them effectively. Collaborate with leadership and practice staff to optimize support strategies. Deliver exceptional customer service to HealthJoy's American customer base. This role requires 6+ months of experience, proficiency in English, strong communication and critical thinking skills, and adaptability. HealthJoy offers competitive compensation, including bonuses, and a comprehensive benefits package.

Requirements

• Experience 6+ months
• 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, take responsibility for work, and delivers work on time)

Responsibilities

• Process members’ requests (tickets) and deliver a quality product, fully informing members about their benefits and how to best utilize them in the shortest time possible
• Interact with members via telephone and chat to provide support and care; this may include making 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 best suit members’ needs and conduct further communication with providers
• Partner with your leadership team and practice administrative or clinical staff to determine the best strategies to support the practice and members
• Provide a WOW-experience and care to HealthJoy’s American customer base

Preferred Qualifications

Experience in the Customer Support/Service field

Benefits

• Base salary, which grows as you grow in HealthJoy. You may increase your base salary twice in 1.5 years
• Bonuses, the amount of which depends on the individual KPI, as well as a life event bonus and bereavement support
• Health insurance coverage for employees at 100% and for their spouses at 50%
• English classes with a native speaker
• Corporate L&D platform to support professional development
• Internal and external educational events for employees
• Broad knowledge base of the American Healthcare system and cultural peculiarities from the Learning and Development department
• 20 sessions of personal therapy per year are available to every employee, and additional mental health lectures from the comfort of your home
• Happy hours, team buildings and team meetings, as well as various educational and recreational events
• Corporate discounts and various special proposals with Sport Life (Sports Hub in UA)
• Fully remote work and provision of all necessary equipment
• 20 paid vacation days per 12-month period
• Paid days for sick-leaves
• Opportunities to advance from junior to middle, senior specialist, TL Deputy, or TL; or grow horizontally into L&D leader or QA analyst roles