Member Support Specialist

| Greater Denver Area | Remote
Sorry, this job was removed at 7:34 a.m. (MST) on Tuesday, November 30, 2021
Find out who's hiring in Greater Denver Area.
See all Customer Success jobs in Greater Denver Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

About CirrusMD:

CirrusMD is a text-first enterprise solution that connects people with no-barriers access to a live doctor, real-time, who can always help. CirrusMD was founded in 2012 and is headquartered in Denver, CO. We are partnered with major national payers, employers and healthcare systems to deliver extraordinary virtual care to millions of lives across the nation. If you are looking to make a lasting impact where your voice matters, consider joining our team.

Who We’re Looking For:

Due to our rapid growth, we are looking for an experienced Member Support Specialist to contribute to our mission of redefining the healthcare experience for patients and providers. We are seeking a highly motivated and energetic full-time Member Support Specialist with excellent people, analytical, and communication skills to help resolve patient’s concerns. The ideal candidate is bilingual (Spanish), curious, analytical, tech savvy, solution driven, and enjoys working hard in a nimble, fast-paced environment. This candidate should also have a strong interest in helping us improve how healthcare is delivered.

The Member Support Specialist assists in providing best-in-class live chat support to connect our rapidly growing member base to a doctor as quickly as possible. In this role, you will be responsible for delivering extraordinary customer service through hands-on member support, while implementing new procedures. In addition to day-to-day response resolution for members, your work will be critical to identify, reproduce, and document bugs for the Engineering and Product teams to support quicker customer resolutions. The Member Support Specialist will report to the Member Support Supervisor.

This position can sit remote anywhere in the U.S., with the flexibility to work from our Denver HQ as you’d like. The Member Support Specialist should be available 10:30am - 7:00pm Mountain Hours (with a 30 min lunch) Saturday - Wednesday (~30 hours/week). This role is anticipated to go full time.

What You’ll Accomplish:

  • Deliver extraordinary customer service by responding and resolving patients’ questions or concerns in a timely manner via live chat and email
  • Help establish best practice workflows to manage requests with the best user experience outcome
  • Identify the root cause for common patient concerns (e.g. registration failures) and work collaboratively with the Account Management, Product and Engineering teams to drive customer success and continuous process and product improvement
  • Contribute to your ongoing learning and success of your team by participating in experimentation efforts across the team that help drive meaningful improvements to the customer experience.
  • Demonstrates an ability to be agile, managing multiple priorities at one time, and adapting to change with enthusiasm
  • Create, update and maintain ownership of cases, upholding SLAs ranging from low to critical priority

Requirements

What You Will Bring:

  • Minimum of 1-3 years of customer service or call center experience
  • Ability to demonstrate patience, listen to patient questions or concerns, and quickly establish rapport via live chat communication
  • Exceptional verbal and written communication skills
  • Healthcare experience preferred
  • Bilingual (Spanish) preferred
  • Possess high school diploma or equivalent, bachelor’s degree preferred.
  • Ability to work independently with minimal supervision and in a team-based environment
  • Must possess ability to think outside of the box and demonstrate problem-solving skills
  • Organizational and process-driven mindset
  • Ability to perform work tasks with speed, precision and attention to detail.
  • Ability to maintain high standards of professionalism, confidentiality, communication and performance
  • Experience with a variety of office software (email tools, spreadsheets, and databases) including MS Office and Google product suites
  • Experience with Zendesk or similar tool preferred

Benefits

Who We Are:

CirrusMD is paving the way to a better healthcare future and our work truly matters! We are quickly transitioning from a startup to a highly recognized healthcare industry disruptor. Our solution is exceptionally accessible, instantly available, and simply scalable. If you are looking to make a lasting impact where your voice matters, consider joining our team and help us deliver care without barriers.

The 1099 hourly range for this position is $18-19/hour

CirrusMD is committed to creating a diverse and inclusive workforce and is proud to be an equal opportunity employer. We aim to create a workplace that celebrates the diversity of our employees, users, and customers. We strive to deliver products and services that work for everyone by including perspectives from backgrounds that vary by race, ethnicity, social background, religion, gender, age, disability, sexual orientation, veteran status, and national origin. We are particularly focused on ensuring women and BIPOC are equally represented across all positions, including management. Our focus is on advancing, cultivating, preserving a culture of diversity and inclusion as it directly aligns with our mission to provide access to affordable and personalized health care for everyone.

Notice to recruiters and placement agencies: If you are a recruiter or placement agency, please do not submit résumés to any person or email address at CirrusMD prior to having a signed agreement with Human Resources. CirrusMD is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Also, any résumés sent to us without an agreement in place will be considered your company's gift to CirrusMD and may be forwarded to our Talent Acquisition team.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

We have a distributed workforce across the United States. For days you would like to work out of the office, our HQ is located in Denver's urban RiNo district within walking distance to many great restaurants, breweries and an RTD station.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about CirrusMDFind similar jobs