Customer Success

Medical Customer Success Agent (Bilingual - Spanish)

Remote   |   Full time

Company Background

Spire Health is the market leader in remote patient monitoring for respiratory diseases (RPM). Our mission is to harness the power of algorithms and sensors to improve health outcomes by empowering patients and physicians with actionable data. We currently work with partners across a range of health conditions, including chronic obstructive pulmonary disease (COPD), congestive heart failure, asthma, sleep disorders and anxiety.


Job Summary

A Spanish-English bilingual experienced Customer Success Agent who can support a growing pool of doctors and patients that utilize our remote patient monitoring service, research studies and clinical trials, and the remaining consumers using the retail version of our devices. Our agents work across several platforms in an extremely fast-paced, start-up environment.

Hours are 9-6pm EST.

Main Responsibilities

  • Manage queues of calls, emails, and chats for medical patients and researchers
  • Proactively identify and troubleshoot issues through outbound onboarding and compliance calls
  • Troubleshoot device, account, app, and dashboard issues using a variety of platforms and tools
  • Thoroughly document and report all patient issues, inquiries, and interactions
  • Place orders, process returns, and track the status of all inventory sent to our users
  • Monitor and update our 3 user facing knowledge bases
  • Test, debug, and provide feedback on our apps and products as they evolve
  • Manage social media traffic and follow up with all issues or general inquiries
  • Adapt to product, process, and platform updates in a medical tech company
  • Be compassionate while working with patients who need assistance using our products
  • Take ownership of cases and focus on retention
  • Manage a variety of projects related to remote patient monitoring, clinical trials, product refinement, bug reporting, patient and employee onboarding, and others as needed

Requirements

  • Must be bilingual (Spanish)
  • 2+ years Customer Service / Customer Service Experience
  • 2+ years working in the medical industry and with a diverse patient population
  • Experience troubleshooting devices and navigating complex workflows in real time
  • Great with technology, have an understanding of ticketing systems (Zendesk) and have the ability to pivot and quickly learn new platforms and processes
  • Very organized and detail oriented
  • Quick thinker, fast learner, multi-tasker
  • Flexible, open to new challenges, and ready to work hard and efficiently
  • Patient, kind, empathetic, and able to create and deliver a great customer experience

Preferred

  • Experience working within FDA regulations (recording vs reporting, CAPA, non-conformance, etc)
  • College education or post high school medical training
  • Experience in a growing or scaling tech company
  • HIPAA Training and understand HIPAA compliant environments
  • Experience with Zendesk, JIRA, Instabug, Shopify, Airtable, Looker, and SQL

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