Patient Experience Specialist

Department: Call CenterContract: Undetermined periodType of work: Full-time

Location: BrașovSchedule: Monday to Thursday 16:00 to 01:00; Friday 16:00 to 22:00Salary Range: 3000-4000 RON NETSummaryAs a Call Center Specialist, you will be an integral part of our customer support team, responsible for promptly addressing customer inquiries across various communication channels, including calls, emails, and SMS.

Your primary focus will be to deliver exceptional support to customers within the mental health medical sector in the United States, assisting them with their queries, concerns, and requests.What you'll doServing as the primary point of contact for customers reaching out via inbound calls, emails, and SMSEngaging customers by demonstrating professionalism, empathy, and persuasive communication to raise interest in servicesCoordinating and scheduling appointments for medical staff according to customer preferences and availabilityAddressing billing inquiries, including questions about charges, payments, and statementsMaintaining accurate and detailed records of customer interactions, inquiries, and resolutions in the company databaseEngaging with internal stakeholders such as medical staff, billing department, and other relevant teams to facilitate resolutionHandling pre-collection calls to recover payments from customers responsible for out-of-pocket expensesWhat we're looking forExcellent English communication skills, both verbal and written — mandatoryMinimum 1 year of customer service experience in a contact centerExcellent interpersonal and negotiation skillsData management skills with experience in Excel / Google SheetsHands-on experience with CRMs such as HubSpot, Salesforce or similar toolsNice to haveExperience working in a global companyKnowledge of the United States mental health fieldKnowledge of the United States medical insurance industryFluent in SpanishWho you areVery good attention to detailEager for continuous learning, actively seeking out opportunities to acquire new skillsDemonstrates curiosity and creativity, approaching problem-solving with an innovative mindsetLogical thinker with strong analytical skillsPositive and proactive attitudeFlexible and adaptable, able to thrive in a fast-paced work environmentAbility to handle difficult customersWhat we offerPrivate medical insuranceTeam building eventsYoung and dynamic team — we celebrate diversity and believe in the power of different voices driving innovation