Customer Assist Specialist at HealthJoy

Job Description

*This is a totally distant function that’s based mostly in Ukraine. Job applicant should reside in Ukraine.

Come for the mission. Stay for the expertise.

Let’s preserve issues easy: we’re an unbelievably proficient, hard-working, and compassionate workforce driving in the direction of a mission that impacts an enormous quantity of people that use Healthcare advantages within the US.

Healthcare advantages are advanced, underutilized and a thriller for many customers within the USA. We’re eradicating that complexity. Our industry-changing expertise answer places a simplified advantages expertise within the palms of customers, saving them money and time.

Following an explosive 2019 (elevating $30M in Series C funding, awards for Chicago’s Best Tech Startup and Chicago’s Best Place to Work, including 50+ key workforce members and extra), we’re persevering with down the trail of excessive development and excessive affect.

Your affect.

• Member Care & Ticket Processing: Assist in dealing with member inquiries (tickets) precisely and effectively, guaranteeing members perceive their advantages and really feel supported.
• Smart Automation & AI: Actively leverage automation instruments and AI software program to hurry up decision occasions whereas sustaining high-quality outcomes.
• Priority Management: Assess the urgency of incoming requests to prioritize essential circumstances and handle escalations with empathy and goal reasoning.
• Provider & Member Outreach: Conduct outbound calls to healthcare suppliers and members to assist schedule appointments, confirm data, and shut gaps in care.
• Proactive Problem Solving: Identify scheduling bottlenecks or workflow tendencies, flag points early, and recommend enhancements to workforce management.
• Member Experience: Deliver a high-standard “WOW” service tailor-made to the US buyer base.
• Communicate scheduling challenges or tendencies that will negatively affect outcomes
• Transparent & Proactive Communication: Keep workforce management and members up to date in actual time. Proactively talk progress and flag blockers early, somewhat than getting caught silently on a single ticket.
• Commitment to KPIs: Own your every day efficiency targets — together with variety of tickets, high quality scores, and member satisfaction — and take full duty for hitting your metrics.

Your expertise and anticipated ability set.

• Language Proficiency: Upper-Intermediate+ English (B2/C1) with distinctive written and verbal communication abilities.
• High Autonomy & Ownership: Strong self-management abilities — you are taking full duty on your commitments, monitor your individual time, and ship outcomes with out fixed supervision.
• Resourceful Problem-Solving: A “solution-first” mindset with the drive to analysis inside documentation, AI instruments, and information bases to resolve points independently earlier than asking for assist.
• Fast & Self-Driven Learning: Ability to rapidly soak up advanced ideas, adapt to new processes, and repeatedly study from suggestions with minimal hand-holding.
• Adaptability: Comfort navigating frequent modifications, fast-paced environments, and evolving priorities with out shedding focus.
• Tech & AI Literacy: Proficient pc abilities and a fast studying curve for software program; hands-on expertise utilizing AI instruments (ChatGPT, immediate engineering, or automation instruments) is a powerful plus.
• Empathy & Customer Orientation: Genuine empathy with robust interpersonal abilities; prior customer support or help expertise is a serious plus.

Role particulars.

• Working schedule 5/2 – 15:30 to 24:00;
• 20 paid trip days per 12-month interval, paid days for sick leaves.

Our rewards.

Work ought to be significant and rewarding. HealthJoy affords a sturdy package deal of worker perks and advantages, together with:

HealthJoy LLC is half of the Ukraine Diia City authorized framework. On your first day, you will signal a Gig-Contract by way of the Vchasno system, gaining a standing of a Gig-Specialist.

• Competitive compensation:

The compensation grows as you develop with HealthJoy, with the potential to double it inside 1.5 years. Top performers earn KPI-based bonuses.

• Great profession development alternatives:

You could have an opportunity to undergo a profession path from Junior to Middle, and Senior Specialist, and ultimately develop right into a Team Leader. Alternatively, it could be doable to develop horizontally and take the place of Learning&Development Leader, Quality Assurance Analyst or Process Analyst.

As a healthcare-focused firm, we offer 100% medical insurance protection for our workers, with the choice to insure their relations at a lowered fee.

Benefit from company-sponsored English lessons, a company studying platform “Udemy” for skilled improvement, and inside/exterior instructional occasions. Our L&D division gives broad information of the American healthcare system and cultural peculiarities.

• Mental well being help program:

Employees have entry to private remedy classes and extra digital psychological well being lectures – all from the consolation of residence.

To keep in contact with the workforce we maintain pleased hours,workforce buildings, as effectively as leisure occasions.

Access company reductions and particular affords at Sport Life, one of Ukraine’s largest sports activities hubs.

Being a remote-first firm, we offer the wanted important tools for snug work at home (or anyplace!)

Commitment to Equal Pay

At HealthJoy, we are dedicated to creating a various and inclusive office the place everybody has the alternative to succeed and thrive.

We consider that everybody ought to be paid based mostly on their {qualifications}, expertise, and the work that they do, and not on their gender, race, or any different private attribute. Our compensation practices are important to fostering a various and inclusive tradition the place we worth the contributions of all our workers.

We conduct thorough annual opinions of worker pay and our pay practices to guarantee we reward the proper behaviors and are offering equal pay for equal work.

Additionally, we assess the exterior market and inside fairness throughout like roles. As a part of our common evaluation of pay practices, HealthJoy examines worker pay for potential disparities between individuals of various genders, races and ethnicities that aren’t explainable by goal components resembling efficiency, expertise degree, credentials, or location, and are dedicated to correcting any points and reviewing practices from unintended outcomes.

Commitment to Equal Opportunity

HealthJoy is dedicated to creating a various setting and is proud to be an equal alternative employer.

All certified candidates obtain consideration for employment with out regard to race, colour, faith, gender, gender id or expression, sexual orientation, nationwide origin, genetics, incapacity, age, or any different foundation forbidden underneath federal, state, or native legislation.

Don’t meet each single requirement? We know the arrogance hole and imposter syndrome can get in the way in which of assembly spectacular candidates, so please don’t hesitate to use — we’d love to listen to from you. HealthJoy is devoted to constructing a various, inclusive, and genuine office, so if you happen to’re enthusiastic about this function and HealthJoy, we encourage you to use. You could also be simply the precise candidate for this or different roles.