Customer Experience Associate

Parachute Health; New York (NY); Hybrid; USD 55,000; Full time

Job summary

An innovative firm is seeking a Customer Experience Associate to enhance the healthcare ordering process. This hybrid role involves engaging with healthcare providers and patients, ensuring they receive outstanding support while navigating the platform. You'll play a crucial part in streamlining workflows and improving patient outcomes by leveraging your communication and problem-solving skills. With a proactive mindset, you'll adapt to the dynamic needs of a tech startup, making a significant impact in the healthcare landscape. Join a team that values empathy and collaboration, and help transform the way healthcare is delivered.

Benefits

Medical, Dental, and Vision insurance

401(k) Retirement Plan

Annual Company Wide Bonus

Flexible Vacation Policy

Summer Fridays - 5 Fridays Off During Summer

Monthly Internet Stipend

Annual Home Office Reimbursement

Annual stipend for education and development

Qualifications

• Strong understanding of service standards and patient care.
• Experience in technology retail or early-stage startups.

Responsibilities

• Engage users through chat, email, and phone to ensure comfort with the platform.
• Provide excellent service with empathy and active listening.

Skills

Customer Service

Empathy

Active Listening

Problem Solving

Communication Skills

Organizational Skills

Adaptability

Technical Support

Education

Experience in Customer Support

Basic Understanding of Microsoft Applications

Basic Understanding of Google Workspace

Tools

Microsoft Applications

Google Workspace

Job description

Nearly half of patients needing medical equipment at discharge don’t get it in time. The ordering process is too convoluted and is still primarily handled by fax. These inefficiencies lead to higher cost of care and poorer patient outcomes. In the most extreme cases, this equipment means life or death.

At Parachute Health, it is our mission to make sure that every patient gets what they need, when they need it. We achieve this by driving efficiency through digital connectivity into every aspect of the ordering process, making it delightfully simple.

We’re leading the charge with a platform that is 10 times faster than the status quo. We connect with major hospitals, payors, and suppliers of life-saving products. Our vision of a "delightfully simple" digital ordering experience for clinicians pushes us forward to transforming the world of post-acute care.

At Parachute Health, we believe technology has the power to transform healthcare, making it more efficient and accessible for all—especially patients. As a Customer Experience Associate, you’ll play a vital role in ensuring healthcare providers, suppliers, and patients receive the support they need to navigate our platform with ease. In this role, you’ll develop a deep understanding of the healthcare landscape while providing outstanding customer support. You’ll become an expert in the Parachute Platform, assisting users through phone, chat, and email while troubleshooting issues and ensuring seamless order management. Whether it’s answering questions, problem-solving in real time, or collaborating with internal teams to improve workflows, your work will have a direct impact on patient care.

As a Customer Experience Associate, you will:

• Engage new Parachute users through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel welcome and comfortable with the platform, and know where to go when they have questions.
• Provide excellent ongoing service through empathy, active listening skills, scrappy resourcefulness, and a desire to ensure the best possible outcome for all patients.
• Help keep the platform running smoothly by quickly attending to technical operations tasks.
• Understand who our users and customers are and how Parachute best fits into and streamlines their workflow.
• Work with patient health information and treat it sensitively according to HIPAA guidelines.
• Build and refine processes that scale with rapid growth.
• Leverage strong communication, stakeholder management, and collaboration skills as you work with your colleagues and external customers.

Requirements

• A strong understanding of excellent service standards.
• Patient, personable, and kind -- in person, in writing, and on the phone.
• Experience supporting end users within the early-stage startup world or technology retail.
• Enthusiastic about using technology to better patient outcomes.
• Basic understanding of Microsoft applications and Google Workspace.
• Desire to work in a startup environment with a proactive and hungry mindset, and able to pivot quickly based on company needs.
• Creative, out-of-the-box problem solver.
• Strong organizational skills.
• An intellectual curiosity to explore the various areas of a tech startup changing the healthcare landscape.
• A positive attitude.
• Willingness to work modified hours on holidays and/or weekends.

Benefits

• Medical, Dental, and Vision insurance
• 401(k) Retirement Plan
• Annual Company Wide Bonus
• Flexible Vacation Policy
• Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
• Monthly Internet Stipend
• Annual Home Office Reimbursement
• Annual stipend for education and development

This is a hybrid position with the requirement of working from our New York City Office in Union Square 3x per week (Tuesday-Thursday) for the first six months of employment.

Salary: $55K

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We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

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