Patient Experience Specialist

As a Patient Experience Specialist, you will be an integral part of our customer service team, responsible for promptly addressing customer inquiries across various communication channels including calls, emails, and SMS. Your primary focus will be to deliver exceptional support to customers within the mental health medical sector in the United States, assisting them with their queries, concerns, and requests.

Contract Type: Undetermined period

Type of Work: Full-time

Location: Brasov

Work Schedule: Monday to Thursday from 16:00 to 01:00, Start your weekend early, with a Friday schedule from 16:00 to 22:00

Salary Range: 3000 – 4000 RON net monthly, based on skills and experience

What we need you to demonstrate:

• motivation to learn and grow with us.

• determination to not give up easily and persevere in the face of adversity.

• great communication skills.

• good knowledge of the English language – Able to hold a conversation in a professional environment without difficulties. Know how to speak and write in a grammatically correct fashion.

The purpose of your job:

• serving as the primary point of contact for customers reaching out via inbound calls, emails, and SMS

• engaging customers by demonstrating professionalism, empathy, and persuasive communication to raise interest in our services

• coordinating and scheduling appointments for our medical staff according to customer preferences and availability

• addressing billing inquiries, including questions about charges, payments, and statements

• maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in the company database

• engaging with internal stakeholders such as medical staff, billing department, and other relevant teams to facilitate the resolution of customer requests

• handling pre-collection calls to recover payments from customers responsible for out-of-pocket expenses

We hope you are:

• very good attention to detail

• eager for continuous learning, actively seeking out opportunities to acquire new skills

• demonstrates curiosity and creativity, approaching problem-solving with an innovative mindset

• logical thinker with strong analytical skills

• positive and proactive attitude

• flexible and adaptable, able to thrive in a fast-paced work environment

• ability to handle difficult customers

Your core value:

• Having the mindset of seeing solutions and opportunities where others just see problems

• minimum 1 year of customer service experience in a contact center

• excellent interpersonal and negotiation skills

• data management skills with experience in Excel / Google Sheets

• hands-on experience with CRMs such as HubSpot, Salesforce or similar tools

• experience working in a global company

• knowledge of the United States mental health field

• knowledge of the United States medical insurance industry

• fluent in Spanish