Customer Service Concierge

Job Title : Healthcare Concierge - Omnichannel Support (Night Shift / CST Hours)

Department : Customer Experience

Reports To : Customer Support Manager

Location : Remote (Must be able to work IST or CST hours)

Job Type : Full-time

Shift : 6 : 00 PM to 2 : 30 AM Indian Standard Time (IST) OR 8 : 00 AM to 5 : 00 PM Central Standard Time (CST)

Days Off : Saturday and Sunday (Fixed)

About Proactiq :

At ProactiQ, we're all about providing smart business solutions, with a real focus on outsourced customer support. We leverage cutting-edge technology and data-driven insights to ensure our clients stay ahead. Our services span proactive customer care, support across multiple channels, and effective data management. Our core philosophy revolves around anticipating customer needs, resolving issues before they escalate, and nurturing strong customer relationships that build brand loyalty. We strive to be at the forefront of the outsourced customer support industry through our exceptional service and unwavering commitment to our clients' success.

Position Summary :

We are seeking a dedicated and proactive Healthcare Concierge to join our dynamic Omnichannel Support team. In this crucial role, you will be the first point of contact for our patients and stakeholders, providing exceptional support and guidance across various communication channels, including voice, chat, and email. As a Healthcare Concierge, you will play a vital role in ensuring a seamless and positive experience for everyone interacting with our organization. You will leverage your strong communication skills, technical aptitude, and healthcare knowledge (preferred) to address inquiries, resolve issues, and proactively anticipate patient needs. This position requires the ability to thrive in a fast-paced environment, demonstrate empathy, and effectively navigate challenges while adhering to the highest standards of customer service.

Responsibilities :

• Provide empathetic and efficient customer support via voice calls, live chat, and email, ensuring a consistent and high-quality experience across all channels.
• Act as a knowledgeable resource for patients, answering inquiries related to services, appointments, billing, general healthcare information (within defined scope), and navigating our platforms.
• Proactively identify and address potential patient concerns and needs, ensuring a smooth and positive interaction.
• Utilize strong problem-solving skills to resolve customer issues effectively and escalate complex matters to the appropriate teams when necessary.
• Maintain accurate and detailed records of all interactions and resolutions in our CRM system.
• Demonstrate a strong understanding of our healthcare services and processes to provide accurate and helpful information.
• Collaborate effectively with other internal teams to ensure seamless service delivery and patient satisfaction.
• Adapt to and utilize various technology platforms and tools to efficiently manage communications across different channels.
• Maintain a professional and courteous demeanor at all times, even in high-pressure situations.
• Contribute to a positive and supportive team environment.
• Adhere to all company policies, procedures, and compliance guidelines, including HIPAA regulations and patient privacy.
• Continuously strive to improve customer service skills and knowledge of our offerings.

Requirements :

Skills :

To Apply :

Send your Resume to : career@proactiq.com

Apply Via Link : https : / / hrms.proactiq.com / recruitment / open-recruitments

We encourage individuals who are passionate about providing exceptional patient support and possess the required skills and experience to apply. Join our team and make a meaningful difference in the lives of our patients!