Customer Care Associate - HealthBeacon

At HealthBeacon we are global leaders in developing smart tools for managing medication, connecting people to better health through sustainable, digitally enabled solutions

Job Description: Customer Care Associate

Company: HealthBeacon
Location: Remote - Florida, Georgia, Virginia
Position Type: Full-Time

Overview:

HealthBeacon is seeking a dedicated Customer Care Associate to join our team. This role is essential for facilitating a smooth onboarding experience for patients in the Injection Care Management System (ICMS) program by guiding them through enrolment, addressing questions, and ensuring accurate information for their injectable medication journey. At HealthBeacon, this role requires empathy, persuasive communication, and technical skills to support patients using the HealthBeacon ICMS. Strong verbal communication, attention to detail, and organizational skills are vital for ensuring compliance and promoting patient well-being.

What will you do?

• Serve as a HealthBeacon ICMS advocate by educating patients on program benefits, guiding them through enrolment, and ensuring a positive experience. Consistently meet enrolment targets while maintaining high patient satisfaction.
• Conduct outbound patient outreach via phone and SMS to support enrolment and provide assistance, in line with daily targets.
• Handle inbound inquiries across phone, email, SMS, and chat, resolving questions and troubleshooting issues promptly.
• Escalate critical issues to the line manager and appropriate teams in accordance with company protocols.
• Collaborate effectively with team members and support departments to resolve patient concerns and achieve performance goals.
• Ensure compliance by accurately documenting patient information, reporting adverse events, and adhering to standard operating procedures and regulatory requirements.

Qualifications & Skills:

• Minimum of 2 years of customer service experience, preferably in healthcare.
• Strong communication and interpersonal skills with a solution-focused approach to problem-solving.
• Ability to manage multiple tasks and meet deadlines efficiently.
• Collaborative team player with the ability to work independently and adapt to changing priorities.
• Ability to confidently educate patients on ICMS benefits and guide them through enrollment.
• Proficient in handling inquiries across phone, email, SMS, and chat; escalates complex issues when necessary.
• Committed to compliance by reporting adverse events and following standard operating procedures.
• Responds to patient inquiries with empathy and accuracy, ensuring proper documentation and verification of information.
• Reliable high-speed internet connection - a minimum download speed/minimum upload speed. Ability to connect directly to the internet via ethernet cable.
• Quiet workspace free of distractions and background noise.
• Ability to adhere to assigned schedule within department operating hours (currently Monday-Friday, 8:00 AM-8:00 PM EST; Saturday, 8:00 AM-5:00 PM EST).

Preferred Skills & Knowledge:

• Fluency in English
• Fluency in Spanish is a plus
• Knowledge of confidentiality and HIPAA protocols
• Technical knowledge of Zendesk or Jira