Location: Remote, based out of Nashville TN or Austin TX
🔍 Experience: Ideal candidates have a college degree and 1+ years experience in customer service or customer success within early stage startups; you are comfortable with ambiguity and are an outside-the-box thinking problem solver
💼 Seniority: Associate
💰 Salary range: $24-26/hr, depending on experience
About Tomorrow Health
Tomorrow Health enables exceptional healthcare for patients and their families in the place they want to be most — home. At Tomorrow Heath, we build technology that rewires the way home-based care is ordered, delivered, and paid for. Tomorrow Health connects patients, providers, health plans, and home-based care suppliers, to ensure patients receive the correct and timely care they need to remain healthy at home.
We believe in putting patients first, that many perspectives are stronger than one, and in treating those we serve just as we would our own family members. We hope you’ll join us if you’re passionate about improving healthcare delivery, leveraging technology to help people, and working in a collaborative, diverse environment.
The Role
As a member of our Customer Experience Team, you will be working at the heart of what sets us apart. You will manage patient interactions, perform internal workflows to capture and process patient requirements end-to-end, remotely engage with patients and caregivers through incoming and outgoing communications via phone, email, and other communication platforms, and interface with our healthcare partners. You should embrace the flexibility of an early-stage startup. We’re looking for those who have the capability and desire to work in rapidly changing environments with many moving pieces.
Responsibilities
- Interact with our patients and providers via phone, email, and text. These interactions may include:
- Patient onboarding
- Answering patient questions and issue resolution
- Ongoing check-ins with our patients to ensure success at home
- Checking in with Providers to ensure timely documentation retrieval
- Utilize internal resources and tools to manage multiple types of outreach simultaneously and with different stakeholders, ensuring that all patient needs are being met in a timely manner
- Manage multiple patient cases at once, ensuring that all patient needs are being met in a timely way
- Employ a sense of advocacy and urgency to ensure patients feel cared for and advocated for; our approach is to proactively guide a patient’s journey, rather than react to it.
- Communicate with all stakeholders tactfully and professionally
About You
- Diploma with 1+ years of experience in a customer success or service role, preferably in a startup environment
- Deep interest in improving customer experience and the ability to see the connection between customer experience and overall business growth
- An empathetic, collaborative person with experience working in fast-paced and high-growth environments
- An excellent communicator with comfort and competency to speak with multiple clients a day; professional phone etiquette along with excellent verbal, written, and interpersonal skills
- Ability to multitask, manage time effectively, stay organized, and maintain attention to detail
- Proficient computer skills including Google Suite, HubSpot or other CRM systems, cloud-based phone systems, Slack
- This is a remote position, so you will be required to have the following:
- Internet services with a minimum speed of 15 Mbps download and a minimum of 3 Mbps upload. You can test your internet speed at www.speedtest.net or by contacting your service provider
- Access to a HIPPA-compliant private workspace
Benefits
- 100% employer-paid medical, dental and vision benefits
- HSA and FSA (Dependent Care and Commuter)
- Fully covered membership in One Medical for on-demand primary care, and Teladoc for 24/7 virtual care
- 12 weeks of paid parental leave for all caregivers
- Free mental health support with BetterUp through CONCERN EAP
- Short-term, and long-term disability plan availability
- Company-sponsored Life and AD&D insurance
- Educational reimbursement
- Monthly wellness stipend
- Commuter Benefits
- Access to Vanguard 401k plan
- Unlimited vacation and 11 corporate holidays
Learn more about our core values and working with us on our careers page and Interview Guide!
Tomorrow Health is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
