Bilingual Patient Support Specialist

2 weeks ago

Kitchener, Canada Cloud DX, Inc. Full time

**Company Description** About Cloud DX**

At Cloud DX, our mission is simple: _We make healthcare better for _**_everyone._** **As a leader in digital health, we deliver award-winning virtual care and remote patient monitoring solutions that empower patients to manage their conditions from the comfort of their home.

Our innovative technology improves outcomes for patients with chronic conditions, reduces costs for healthcare providers, and transforms care delivery across North America. Since 2014, we’ve been driving innovation and making a meaningful difference in the communities we serve.

Cloud DX is growing, and we are looking for a Bilingual Patient Support Specialist. (English/Spanish) to assist our customers with any questions they may have when using our products. You will be responsible for contacting patients to ensure they are able to complete their daily monitoring requirements, escalating calls that require technical troubleshooting, and providing an overall positive customer service experience.

**What You'll Do**
- Provide outstanding Customer Service to optimize the customer, clinician, and patient experience.
- Ensure records and correspondence are recorded correctly in the customer relationship management system when completing compliance calls.
- Follow-up and make scheduled call backs to customers where necessary.
- Assist in the assignment of the internal support ticketing system, determining appropriate next steps, and escalating priority issues when needed.
- Stay current with system information, changes, and updates.
- Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.
- Diploma in Business or Health Service Field experience.

**Qualifications** Who You Are**
- Bilingual Spanish. You have experience supporting both English and Spanish speakers in a customer service environment.
- You are a team player. You are approachable, enjoy seeing others succeed, and love to jump in and support when needed.
- You aren’t afraid to hop on a call. You have strong communication skills, excellent telephone etiquette, and the ability to quickly evaluate and respond to an array of inquiries.️
- You’re Flexible This is an **hourly position**, and while we strive to maintain consistent scheduling, flexibility is required.
- You're a multi-tasker. You have experience handling a high volume of requests with ease.
- You have an entrepreneurial spirit. You love finding the answer to a problem, you are quick to research when you don’t know the solution, but you also know when it’s time to escalate and ask for help.
- You enjoy helping others. You have the ability to listen and align the patient/client with appropriate resources.
- ** Bonus Points For**
- Exposure to a ticketing system and/or being in a call queue.

**Additional Information**
- Your availability (specific days + hours you can work)
- What languages you speak + proficiency (e.g. English & Spanish)

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