[Hiring] Phone Support Representative @Circle Medical Technologies Inc

Role Description

As a Phone Support Representative (internally a Patient Care Advocate) on the Phone Support Team, you will play an important role in helping our patients feel welcomed, excited, and supported as they join our practice or a new area of care. You will be responsible for providing a high-touch experience to new patients, answering their questions with compassion, and resolving issues that arise. This is a fast-paced and dynamic role that requires excellent communication skills, a high level of attention to detail, and the ability to multitask and handle challenging situations with empathy and patience. If you are a bubbly, empathetic, and resilient individual with a passion for helping others and a desire to make a difference in the lives of patients, we encourage you to apply for this exciting opportunity to join our team.

During onboarding and training, the schedule for this role will be 9:00 AM – 5:30 PM. Following the training period, the schedule will transition to 11:30 AM – 8:00 PM to support business needs.

Responsibilities

• Provide a high-touch experience via phone to new patients, and existing patients exploring new areas of care.
• Become an expert in the entire patient experience journey, from start to finish, to help patients easily navigate their medical care.
• Quickly resolve patient grievances and de-escalate sensitive situations to ensure a seamless experience.
• Assist patients with onboarding, scheduling, and other administrative tasks, including navigating the app and website, and providing basic technical support.
• Assist patients with Billing-related issues or questions and escalate to our specialized team when appropriate.
• Work closely with other support teams and providers to coordinate high quality care for patients.
• Identify opportunities to improve the patient experience and make recommendations to management.
• Respond to internal requests and perform outbound calls to help patients complete their profile and join their appointments successfully.

Qualifications

• At least 2 years experience working in customer service or a call centre.
• Fluency in both French and English (verbal and written).
• Ability and eagerness to adapt to a fast-paced environment, learn quickly and remain composed under pressure.
• A passion for excellent customer service and problem-solving.
• Prior experience in a venture-backed healthcare or startup/technology setting is an asset.
• Knowledge of healthcare regulations and policies, such as HIPAA is an asset.
• Experience working with the US healthcare system is an asset.
• Experience using Macbook/Apple desktop products, Slack, Google Workspace is nice to have.

Benefits

• Paid Time Off: Flexible vacation, sick leave, and 12 statutory holidays.
• Health & Insurance: Medical, Dental, Vision, Disability, and Life insurance.
• Wellness: Mental health programs and an Employee Assistance Program (EAP).
• Retirement: RRSP/401(k) program with company match.
• Development: Annual reimbursement for eligible training and professional programs.
• In-Office Perks: Monthly lunches and team events for in-office employees.