Customer Support Specialist
TailorMed is a technology start-up on a mission to make healthcare more accessible and affordable for U.S. patients. To solve such a complex challenge, it takes a village, or as we say at TailorMed, a network! We’ve built the nation’s largest network of providers, pharmacies, partners, and life sciences companies who have joined us in making treatment affordable for all patients across all medical conditions.
The TailorMed network is powered by a suite of advanced solutions designed to proactively identify patients who need help the most, match them to all available financial resources, and most importantly, make it easy for patients to utilize those resources.
This is what we mean by “moving mountains for patients” and we’re ridiculously passionate about it.
We are looking for an experienced Customer Support Specialist to join our journey!
Responsibilities:
- Investigating customer issues diligently, identifying their root causes, and resolving or escalating them appropriately for quick resolution.
- Identifying patterns and proactively addressing issues through swift and professional communication.
- Acting as a super-user for the TailorMed platform to enhance user experience and patient outcomes.
- Being an active team player, ready to voice concerns and share best practices.
- Advocating for our clients and collaborating across functions to deliver a world-class client experience, ensuring they receive maximum value from our solution.
- Demonstrating technical proficiency in handling customer support tools CRM software and troubleshooting common technical issues related to our platform to provide effective customer support.
- Maintaining confidentiality and complying with HIPAA.
- Characteristics of our Support Specialist include:
- Capability to work in a high-volume caseload environment and adapt effectively to rapidly changing priorities.
- An innate ability to build relationships, coupled with a positive attitude and empathy.
- Enjoyment in troubleshooting technical issues with a keen eye for detail and the ability to work independently.
- Exceptional interpersonal skills and the ability to multitask.
- Persistence, resourcefulness, and adaptability.
Requirements:
- 2 years of experience in a customer support role, preferably in a healthcare setting.
- Experience in delivering client-focused solutions based on customer needs.
- Familiarity in using CRM software, preferably Salesforce.
- Familiarity with SaaS platforms and B2B products.
- Technological adeptness for troubleshooting and resolving technical issues.
Nice to have:
- Prior experience in a startup, healthcare, or corporate setting
TailorMed is proud to be an equal opportunity employer
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What We Do
TailorMed is building the largest network of patients, providers, pharmacies and life science companies to ensure all patients across all medical conditions can access and afford treatment.
Affordability is the leading driver behind care avoidance and therapy non-adherence. When patients cannot afford the care they need, when they need it, the impact is costly for the entire care network:
- For patients, their disease progresses, care events and therapies grow more complex, adherence becomes a struggle, and their overall well-being is impacted.
- For providers, waste and bad debt go up, service line and financial performance go down, and the patient experience suffers.
- For pharmacies, drug abandonment increases, and the ability to help patients access and adhere to therapies declines.
There is a better way. TailorMed’s comprehensive platform proactively identifies financially at-risk patients, matches them to relevant financial resources, and automates enrollment and ongoing program management.
To date, TailorMed has helped clients secure over $1 billion in funding from 20,000 different programs. Our platform integrates with most EHRs.
