Customer Success Specialist

About the Company

Remo is building the new standard of dementia care by fundamentally changing the care journey for people living with dementia and their family caregivers. As a virtual dementia care provider, our expert clinical team designs personalized, comprehensive care to serve people with dementia and caregiver needs.

Responsibilities

• Guide families through the onboarding process and help them enroll on the platform
• Manage referral intake by uploading documentation and maintaining proactive communication
• Serve as a responsive liaison via phone and email to elevate the member experience
• Provide product and scheduling support, including scheduling initial visits
• Accurately document interactions in EMR and CRM systems
• Address questions or concerns and escalate to appropriate teams as needed
• Provide feedback to Clinical, Product, and Growth teams to improve member experience
• Stay accountable against monthly enrollment targets

Requirements

• Bilingual fluency in English and Spanish
• At least four years of healthcare-related customer service experience
• Must reside in PT or MT time zones
• Experience enrolling patients into digital health programs and scheduling appointments
• Experience working in environments with weekly or monthly goals
• Strong interpersonal and active listening skills
• Conflict resolution experience

Preferred Qualifications

• Experience identifying customer objections
• Meticulous organizational skills and high attention to detail