CX Associate
Freelance $5.00 / hourJob Overview
As a CX Associate, you are the heartbeat of our customer-centric mission. You will work alongside a high-performing team to deliver a "best-in-class" experience, ensuring every interaction with our brand is seamless, empathetic, and efficient.
This is more than a support role; you will act as a vital bridge between our customers and our clinical team. For a high-performer who embodies our "customer-obsessed" philosophy, this position offers a clear trajectory toward future CX Leadership opportunities within the company.
This is more than a support role; you will act as a vital bridge between our customers and our clinical team. For a high-performer who embodies our "customer-obsessed" philosophy, this position offers a clear trajectory toward future CX Leadership opportunities within the company.
Key Responsibilities
You’ll work under the close guidance of your CX Lead to help provide outstanding support to our customers around the world.
- Medical Assistance: Ensure the Clinician team has all the info they need in the EHR (patient info, medical charting, lab uploading) so they can efficiently serve the patient.
- Care coordination: Help clinicians smoothen any issues with their patients, including booking in sync calls.
- Medication: Liaise between pharmacies and the clinic to ensure every patient gets their prescription on time, every time.
- Customer support: Focus on making sure patients are happy with great communication, efficient service and timely support—while you navigate complex workflows on the backend.
- Customer success: Own the customer experience end-to-end, ensuring every patient feels supported, informed, and confident from the very beginning. You can handle their delivery, billing, and provider queries all in one crisp message.
- Calls: Be comfortable taking a small volume of phone calls upon customer request to better serve them.
- Productization: You get annoyed when one of your workflows is repetitive and clunky. You wince when a customer experiences a failure on our system. Therefore, you concisely provide feedback in both cases so that the dev team can ship a productized fix and we can provide a better CX.
- Certification: Compliance is key. We partner with top external vendors to maintain HIPAA & GDPR compliance. You complete your required certification courses on time and autonomously with no need for your team lead to badger you.
Skills, Knowledge and Expertise
Hard/Technical Skills
- Language: Must be fluent in English and can convey key conversational points concisely.
- Shift Timing: Availability to work weekends or switch from a US schedule (EST) to a UK schedule (BST) on short notice. Flexibility in scheduling is essential to meet our team's operational needs and support our mission.
Soft Skills
- Complexity: Highly organized and can complete multiple projects concurrently. You can surf between internal workflows and customer conversations without missing a beat.
- Mindset: Can calmly handle uncertainty and rapidly changing situations. You put the patient first, the team second, and yourself third. You take pride in your service to others and maintaining a selfless demeanor.
- Meticulousness: Ensures health information is protected, and values precision at work.
- Learning: Resourceful and quick to learn. You regularly teach yourself the skills you need from scratch.