Talent Aquisition Manager at Qode.world
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Executive - Customer Support - US Healthcare (2-3 yrs)
Job Description :
We are looking for an experienced Customer Support Executive with expertise in the US healthcare industry to join our dynamic team. The ideal candidate will have 2-3 years of customer support experience, preferably in a fast-paced startup environment. You should be a self-starter, tech-savvy, and able to provide effective solutions quickly while ensuring high levels of customer satisfaction.
Key Responsibilities :
- Customer Support: Assist US-based customers with inquiries related to healthcare services, billing, insurance claims, and other healthcare-related questions.
- Inbound/Outbound Communication: Communicate effectively through multiple channels (phone, email, chat) to provide timely support and resolve concerns.
- Problem-Solving: Diagnose customer issues, offer appropriate solutions, and ensure timely follow-ups to resolve problems efficiently.
- Technical Support: Guide customers in navigating healthcare portals, handling account management, and resolving technical issues related to healthcare systems.
- Documentation: Log and maintain detailed records of customer interactions, including issues, resolutions, and outcomes, in the CRM system.
- Customer Satisfaction: Exceed customer expectations by delivering empathetic, professional service in every interaction.
- Collaboration: Work closely with internal teams, such as technical departments, to escalate and resolve complex issues promptly.
Experience :
- Experience: 2-3 years of experience in customer support, with specific expertise in the US healthcare industry.
- Healthcare Knowledge: Familiarity with US healthcare systems.
- Communication: Exceptional verbal and written communication skills, with fluency in English (preferably US English) and experience handling calls with US-based customers.
- Technical Skills: Proficiency in using CRM systems, healthcare support tools, and strong computer skills, including the Microsoft Office suite.
- Problem-Solving: Strong analytical skills with a customer-first mindset to manage and resolve multiple issues in a fast-paced environment.
- Flexibility: Willingness to work in shifts to accommodate US time zones.
Preferred Qualifications :
- Knowledge of tools like HubSpot, Jira, Freshdesk, and Aircall
- Knowledge of HIPAA regulations and other US healthcare compliance requirements.
- Experience handling healthcare-related software platforms.