Clinical Support Expert, Spanish/English

🔥 1 hour ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Spanish

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dandy

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Dandy is a digital dental laboratory revolutionizing how dental practices scan, order, and collaborate on lab work. Dandy provides innovative technologies like intraoral scanners and digital workflows to thousands of dental practices, enhancing patient care and practice efficiency. The company offers a range of dental services and products, including crowns, dentures, and sleep apnea devices, with a focus on precision and fast turnaround times. Dandy's advanced digital dental technology supports real-time communication and design approvals, enabling dental professionals to deliver consistent, high-quality restorations and improve patient experiences.

📋 Description

• Resolve complex clinical inquiries and time-sensitive escalations from frontline agents, Account Management, and cross-functional teams • Manage booked calls to advise on and resolve complex practice-level case issues • Provide phone, live chat, video, and email support and clinical guidance to doctors in Spanish and English regarding complex cases and treatment planning • Serve as the clinical voice for the Mexican doctor base and support U.S. customers during overlapping volume • Liaise between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders • Perform Quality Assurance reviews of agent work for clinical accuracy and adherence to standard operating procedures • Support and coach new hires through specialized clinical training and ongoing frontline guidance • Advise on and lead cross-functional projects improving clinical processes and outcomes • Create, review, and update Knowledge Base articles, including Spanish-language localization • Propose and oversee improvements to clinical knowledge and quality standards based on trends and doctor feedback • Meet escalation-handling SLAs, maintain schedule adherence and attendance, and ensure clinical accuracy

🎯 Requirements

• Fluent in Mexican Spanish and English, written and verbal • Based in Mexico and legally authorized to work in Mexico • Minimum 5+ years of experience in a high-volume lab setting • Minimum 3+ years of experience in 3Shape CAD/CAM digital design in Removables or Fixed Product Lines • Strong current knowledge of dental systems and their digital components (i.e., scan bodies) • Familiarity with the Mexican dental market, including state and federal regulatory context, Mexican clinical terminology, and product naming conventions • Prior experience in a customer-facing role within a lab or dental organization • Proficient in computer applications, with excellent written and verbal communication skills • Experience in training and coaching, acting as a subject matter expert, and mentoring colleagues • Experience reviewing and assessing work quality for accuracy and adherence to standards • Proven track record of meeting service level agreements (SLAs) • Strong organizational skills and attention to detail • Comfortable working hours covering Mexican and U.S. time zones • Available shift time(s): 8 am - 5 pm local time (CT or PT)

🏖️ Benefits

• healthcare • dental • mental health support • parental planning resources • retirement savings options • generous paid time off