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Job Title: Patient Success Specialist (Part-Time)

Company: IncludeHealth

Location: Remote

Job Type: Part Time

Company & Position Summary

IncludeHealth’s mission is to empower the next evolution of musculoskeletal care through the fusion of design and technology. Putting people first, we harness our talents & passion for sparking systems-level impact and helping everyone get access to the care they deserve.

Our proprietary platform is designed to break down traditional barriers and extend personalized, measured care directly in patients’ homes. Through our platform, we enable breakthrough services, capabilities, and experiences for the patient, provider, and payer:

• Video: IncludeHealth - Care Beyond the Clinic™
• Article: Google, ProMedica team up with IncludeHealth to tap into growing virtual MSK market
• MedCity News Op-Ed 1: Unlocking digital MSK for providers
• MedCity News Op-Ed 2: Remote Therapeutic Monitoring (RTM): A gateway to hybrid musculoskeletal care

IncludeHealth is seeking a part-time Patient Success Specialist to join our team, with the potential to convert into a full-time role. The successful candidate will provide a delightful, white-glove concierge experience in line with IncludeHealth’s superior customer service. This person will be responsible for proactively contacting patients, responding to inbound calls, testing the functionality and usability of our features, and collaborating with the IncludeHealth team to improve the patient experience.

Areas of Responsibilities

- Provide exceptional customer service to patients through phone, email, and text support

- Proactively contact patients to ensure a delightful experience and assist with onboarding to IncludeHealth

- Respond to inbound calls from patients and address their queries and concerns in a timely and effective manner

- Escalate any troubleshooting issues to the appropriate department for resolution

- Maintain detailed and accurate records of all interactions

- Collaborate with the IncludeHealth team to ensure the highest level of patient satisfaction

- Assist the QA department in executing test plans

- Identify and report any defects with our product features

- Perform other duties as assigned by the Customer Success team

Desired Qualifications

- 1 to 2+ years experience in customer support and/or healthcare-related field

- Familiarity with operating Call Center and/or CRM software

- Proficient in Microsoft Office and G-suite applications

- Customer-focused and empathetic with high emotional intelligence

- Strong communication skills, both verbal and written

- Ability to work independently and as part of a team

- Detail-oriented

- Comfortable working remotely

- Availability to work flexible hours, including evenings and weekends

Mission, Vision, Values

In the continued pursuit of our mission, we hold ourselves accountable every day to the values of integrity, excellence, innovation, inspiration, and teamwork. Our company values that a successful candidate will embody:

Break the Mold

We are change-makers. We form unique points based on data, instincts, and experience in constant pursuit of better ways to achieve our shared vision

Deliver

We are owners. We own our commitments collectively and individually

Strive Together

We work together to achieve exceptional outcomes. We collaborate with customers, partners, and one another to drive success

Keep Learning

We are passionate about continued growth. We humbly seek opportunities to grow our skills, experiences, and impacts, try new things, and learn from our challenges and successes.

Act with Integrity

We are driven to do what’s right. We are entrusted to act with honesty, transparency, and integrity

Equal Opportunity
We work to ensure our company reflects those we serve and draw from the differences in who we are. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

IncludeHealth is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We welcome applicants from all backgrounds and encourage you to apply if you meet the requirements above.