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 B2B contract role requires working during US core hours (7:30 AM to 4:00 PM CST) and residing in Poland. You will process member requests, deliver high-quality support, and ensure members understand their benefits. Responsibilities include interacting with members via phone and chat, searching for healthcare facilities, and partnering with leadership and providers. The ideal candidate possesses 6+ months of customer support experience, strong communication and critical thinking skills, and high empathy. HealthJoy offers a dynamic and rewarding work environment.

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 sufficiency 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
• This may include making 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