Customer Support Specialist

Cricket Health

Remote / United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/30/2021
  • Website: crickethealth.com
  • Company Address: 540 Howard St, San Francisco, CA, 94105

About Cricket Health

Cricket Health is a specialty kidney care provider of integrated nephrology and dialysis care for people with Chronic Kidney Disease (CKD) and End Stage Renal Disease (ESRD). Cricket Health delivers world-class, technology-enabled multidisciplinary care both in-person and virtually to achieve the best outcomes possible for patients and the best value for partners, keeping patients healthy and out of the hospital, accelerating access to transplant, and increasing home dialysis adoption. We are committed to aligning the success of our company with those of our partners and the patients whom we serve.

Job Description

We are hiring a Customer Support Specialist to join our growing Operations team. As a frontline member of the team, you will shape how patients experience our program and services. 
 
In this role you will be an important player in our growing our customer support function. Reporting to the Operations Manager, you will work closely with the Operations and Clinical teams to create a great experience for every patient you interact with. 
 
To be successful in this role, you are a problem solver, detail-oriented, flexible and enthusiastic about helping our patients live their best lives.

Primary Responsibilities:

    • Respond to customer support inquiries and monitor the incoming tickets in all of our support channels over email, chat, and phone while maintaining SLAs
    • Support interested patients in enrolling in our service
    • Support our clinicians (medical records gathering, platform functions etc.)
    • Report out on daily, weekly, and monthly metrics
    • Communicate ticket follow-up with other team members promptly and clearly 
    • Provide technology training and support to a diverse population
    • Assist Operations Team with other duties as needed

Required Qualifications:

    • Bachelor's degree OR four (4) years of experience in a directly related field
    • High School Diploma or General Education Development (GED) required
    • Strong interpersonal skills: professional in person and phone presence, active listening, and clear writing
    • Thrives in an ambiguous start-up environment which requires flexibility, scrappiness, and teamwork
    • Compassionate, enthusiastic, positive outlook
    • Bilingual in Spanish

Ideal Qualifications:

    • Experience in healthcare, teaching, sales, customer service or marketing

Benefits:

    • Competitive salary and vacation
    • Stock options + extended option exercise window
    • Generous health, dental, vision and parental leave policies
    • Contributions for 401k retirement savings plans
    • Commitment to building and maintaining an inclusive team
Cricket Health is a comprehensive kidney care provider with a personalized, evidence-based approach to managing chronic kidney disease (CKD) and end-stage renal disease (ESRD). Cricket Health delivers world-class, technology-enabled multidisciplinary care both in-person and virtually to achieve the best outcomes possible for patients and the best value for partners, keeping patients healthy and out of the hospital, accelerating access to transplant, and increasing home dialysis adoption.  We are committed to aligning the success of our company with those of our partners and the patients whom we serve.  Learn more at www.crickethealth.com and follow us @crickethealth.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.