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Customer Experience Coordinator

3 months ago

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Join PatientPoint to be part of a dynamic team committed to empower better health. As a leading digital health company, we innovate to positively impact patient behaviors. Our purpose-driven approach offers an inspirational career opportunity where you can contribute to improving health outcomes for millions of patients nationwide.

Job Title: Customer Experience Coordinator

Location: Tampa, FL - Hybrid Schedule: M, T, R in office / W, F remote

Job Summary:

The Customer Experience Coordinator will be responsible for providing exceptional customer service, addressing inquiries, resolving issues, and ensuring customer satisfaction. The Customer Experience Coordinator will serve as the primary point of contact between the company and local practices within Health Systems and Large Physician Groups.

Responsibilities:

  • Customer Communication:
    • Respond promptly to customer inquiries via phone, email, or chat.
    • Handle and resolve customer complaints and concerns in a professional and efficient manner.
    • Provide accurate information about products, services, and product opportunities
  • Problem Resolution:
    • Investigate and resolve customer issues promptly and accurately.
    • Collaborate with other departments to escalate and solve complex problems.
  • Upsell Opportunities:
    • Ability to recognize and identify opportunities to grow an account.
  • Customer Satisfaction:
    • Ensure high levels of customer satisfaction through excellent service.
    • Proactively gather customer feedback and insights.
  • Documentation:
    • Maintain accurate and detailed records of customer interactions.
    • Document and report recurring issues for process improvement.
  • Team Collaboration:
    • Collaborate with internal teams to improve overall customer experience. Provide insight on upsell opportunities within accounts.
    • Share insights and feedback with the team to enhance service quality.
What We Need:
  • Associate degree or combination of education and experience
  • Proven experience in a customer service and/or sales related role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and critical-thinking abilities.
  • Ability to handle stressful situations with composure.
  • Familiarity with customer relationship management (CRM) systems.
Desired Characteristics
  • Ability to multi-task and work effectively in a fast-paced and constantly changing work Knowledge and expertise in or the ability to rapidly learn the Company's products and services.
  • Problem solving and independent judgment skills with ability to acknowledge when issues should be escalated.
  • Excellent attention to detail with the ability to retain the knowledge of product, procedures, and customers.
  • Must be able to multi-task and work effectively in a fast-paced and constantly changing team environment.
  • Ability to switch rapidly between tasks with no loss in efficiency and effectiveness.
  • Ability to remain calm in stressful situations and flexible in changing work environments.
  • Ability to display strong organization and prioritization skills by planning work efforts to maximize efficiencies and productivity.


About PatientPoint:
PatientPoint is a leading digital health company that connects patients, healthcare providers and life sciences companies with the right information in the moments care decisions are made. Our solutions are proven to influence patient behavior and improve health outcomes, driving value for all stakeholders. Across the nation's largest network of connected digital devices in 35,000 physician offices, PatientPoint solutions empower better health for more than 750 million patient visits each year.

Latest News & Innovations:
  1. PatientPoint hosted the first-ever Upfront dedicated to Point-of-Care. Read more
  2. Learn about our recent 2024 Top Workplace achievement. Read more
  3. Go behind-the-scenes of PatientPoint's vibrant culture with our CEO. Read more

What We Offer:
We know you bring your whole self to work every day. That is why we are committed to providing modernized benefits and cultural perks to our teammates. We offer competitive compensation, comprehensive and affordable benefits, flex time off to rest and charge, where applicable, a hybrid work model, mental & emotional wellness resources and coaching, 401K and more.

PatientPoint recognizes that privacy is important to you. Please read the PatientPoint privacy policy, we want you to be familiar with how we may collect, use, and disclose your information. Employer is EOE/M/F/D/V