Customer Success Support

• Support and participate in all functions of supporting the client’s unique program, including, but not limited to: proactive communication, identify issues, resolve issues, and reporting.
  
• Demonstrate an ability to multi-task and problem-solve.
  
• Complete tasks with attention to detail while exhibiting a sense of urgency and effective communication to keep clients apprised of all necessary updates.
  
• Manage client expectations by understanding the client agreement and how OpenLoops services align with contract obligations such as Service Level Agreements (SLAs).
  
• Enters accurate and detailed updates in our support systems like Zoho Desk, Zoho Phones and Healthie as needed. Ensure data entry and integrity.
  
• Partners with OpenLoop teams like: Clinical and Non-Clinical Patient Support and Customer Success.
  
• Gather complex needs and align them with proper internal resources needed to power our partners’ care delivery systems.
  
• Continuously improving existing processes to evolve our product and offerings.
  
• Identifying gaps and training clinicians on various requirements needed to run our services.
  
• Highly organized, self-starting, problem-solver with strong follow through skills.
  
• Ensure that current technical workflows continue to be effective and identify and escalate issues when things are not working effectively.
  
• Demonstrate strong written and verbal communication skills.
  
• Strong phone skills and the ability to multitask and look up all the relevant and necessary information, access the situation, understand next steps and communicate appropriately to patients while on the phone.
  
•  Provide exemplary customer service, focusing on execution of problem-solving any client/patient issues that arise.
  
• Ensuring all appointments/visits are completed to customer satisfaction. The expectation is that this is done in a timely manner and with a lot of attention to detail including ensuring scheduled appointments are made in the correct time zones.
  
• Acting as a proxy for the Customer Success and Implementation Manager on various meetings and workflows such as legal, customer success, and communications
  
• Improving team efficiency by creating optimum processes with technology and people.
  

Benefits

WHAT WE OFFER:

✔ Great Place to Work-Certified Company

✔ Premium HMO

✔ Holistic employee experience

✔ Work-from-home and hybrid work setup

✔ Rewards and incentives

✔ Monthly engagement activities

✔ Career advancement opportunities

✔ Paid referral program

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Must have Fiber Optic internet with at least 25 Mbps bandwidth

Must have a backup desktop or laptop with the latest OS

Must be able to work from

Must be amenable to reporting to our Makati and BGC office as required