Customer Success Specialist, Bilingual English and Spanish

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🔥 0 minutes ago

🏄 California, Colorado – Remote

🏄 California – Remote ⛰️ Colorado – Remote

💵 $29 - $35 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Remo

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Remo is a comprehensive online event management platform designed to host virtual events such as conferences, webinars, job fairs, and more. With a focus on creating real, authentic interactions, Remo's platform offers a variety of features for different event types, including virtual networking, event planning, registration, and ticketing. The platform provides tools to enhance attendee engagement through interactive presentations, high-quality audio and video, and AI-powered matchmaking. Remo is used by over a thousand organizations worldwide, aiming to deliver events that are as engaging as in-person experiences.

📋 Description

• Guide families through the onboarding process, ensuring they feel supported from day one. • Manage referral intake by uploading documentation and maintaining proactive communication with our patient-caregiver dyads. • Serve as a responsive liaison through phone and email, collaborating across departments to elevate the overall member experience. • Provide product support / scheduling support to our members via phone call and email, with the potential need of rotating weekend coverage. • Address any questions or concerns from our dyads and appropriately follow up or escalate to the appropriate teams. • Provide dyad feedback to the Clinical, Product and Growth teams to help develop strategic improvements to the member experience. • Creates informational materials for our members as needed. • Clearly communicates who we are, what we do and how we help the dyad. • Help dyads enroll on our platform. • Communicate our sign up process over the phone. • Schedule initial visits. • Accurately documenting in our EMR & CRM. • Build strong rapport and trust with the dyads we serve, delivering an experience of “__Unreasonable Hospitality__” from the very first interaction they have with us. • Comfortable following talking points while authentically connecting to our dyads and the families we will serve. • Stay accountable against monthly enrollment targets. • Other job duties as required

🎯 Requirements

• Reside in PT or MT time zones. • Have at least four years of healthcare related customer service experience. • Are Bilingual (English and Spanish). • Are deeply curious about what makes people tick and passionate about connecting with them in authentic, meaningful ways. • Are highly empathetic with strong active listening skills. • Have strong interpersonal skills and are the type of person who could spend hours talking to others on the phone. • Have meticulous organizational skills; attention to detail matters a lot to you. • Have healthcare Customer Service experience. • Have worked in environments where you had to hit weekly/monthly goals. • Have experience enrolling patients into a digital health program and scheduling their appointments. • Have conflict resolution experience. • Have experience identifying customer objections.

🏖️ Benefits

• 100% Company-paid medical premiums for you and your dependents with HSA options • Dental and vision plans (50% company-paid premium on employee’s dental plan) • Dependent care FSA • Rightway Health, clinical care navigator • Employee Assistance Program • 100% 401(k) match of up to 4% • $80 / month stipend for cell and wifi • 20 days of PTO and 11 paid holidays • 5 days sick leave • 16 weeks fully paid parental leave for birthing parents and 8 weeks for non-birthing parents • Bereavement leave and pregnancy loss leave • Short-term and long-term disability insurance • Life insurance • Critical illness, accident, and hospital indemnity insurance • Pet insurance • Legal advice