Client Success Manager - 0024

About Pearl:

Pearl connects top talent from around the world with US and EU-based startups that care about finding sharp and hungry talent that they can grow with long-term. We provide candidates who pass our vetting process with exclusive upskilling opportunities that enable them to get promoted faster in their new roles. We only work with employers who are looking to make full-time hires they can continuously mentor and promote.

Note: Please avoid submitting multiple applications; you may request assistance to be re-profiled for a different job opening. If you have an ongoing application, please ask for updates from the team handling your application.

About the job:
Role: Client Success Manager
Work schedule:

• Mon, Thurs, Fri (7-hour shift | starting at 8 AM PST)
• Tue to Wed (8-hour shift | starting at 8 AM PST)
• Sat (3-hour shift | starting at 8 AM PST)

Salary Range: US$ 1,300 - US$ 1,700.00 per month (Dependent on your skills and experience)

About the Role:

As a Client Success Manager, you'll play a vital role in ensuring a seamless patient experience. You'll manage patient inquiries, guide them through onboarding, and collaborate with internal teams to optimize care.

Duties and Responsibilities:

• Managing Patient Tickets:
• Handle incoming patient inquiries and tickets promptly and efficiently.
• Use predefined macros and FAQs to provide consistent and accurate responses.
• Onboarding Patients:
• Assist new patients with the onboarding process, ensuring they understand the services and procedures.
• Provide guidance and support throughout the initial setup.
• Rescheduling and Enrolling:
• Manage appointment rescheduling requests and ensure smooth transitions for patients.
• Facilitate the enrollment process for new patients, ensuring all necessary documentation is completed.
• Collaboration with Care Ops and Revenue Ops:
• Work closely with the Care Operations team to streamline patient care processes.
• Collaborate with the Revenue Operations team to address billing and payment inquiries.
• Continuous Process Improvement:
• Participate in identifying areas for improvement within the support process.
• Provide feedback and suggestions to enhance overall efficiency and patient satisfaction.

Immediate tasks anticipated  to fully own on week 1:

• Undergoing training sessions to familiarize with the company’s systems and processes
• Attending introductory meetings with team members
• Managing initial patient tickets and learning to use macros and FAQs
• Participating in mock email assessments to gauge communication skills

Requirements

• Passionate Patient Advocate: A team player dedicated to providing exceptional care and support to patients.
• Problem-Solving Pro: Strong problem-solving skills with a knack for identifying and implementing process improvements.
• Communication Master: Excellent written and verbal communication skills for clear and effective interaction with patients and colleagues.
• Organized and Dependable: A highly organized individual with a commitment to punctuality and reliability.
• Tech-Savvy: Familiarity with Google Workspace (Gmail, Docs, etc.), Zendesk, Slack, and Notion is a plus.
• Healthcare Experience (Bonus): Prior experience in customer support, particularly within a healthcare setting, is a valuable asset.

Benefits

• Competitive salary and benefits package.
• Standard PTO entitlement.
• HMO coverage on your 30th day
• Opportunity to make a real difference in children's lives.
• Be part of a passionate and innovative team.
• Work in a dynamic and supportive environment.