Customer Experience Associate New York City, New York

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

Job summary

An established industry player is on a mission to transform healthcare through digital connectivity. As a Customer Experience Associate, you will play a crucial role in supporting healthcare providers and patients, ensuring they navigate the platform with ease. This hybrid position allows you to engage with users, provide exceptional service, and contribute to improving patient outcomes through technology. With a focus on empathy and problem-solving, your work will directly impact the quality of care delivered. Join a dynamic team that values innovation and is dedicated to making healthcare more efficient and accessible for all.

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 excellent service standards.
• Experience supporting end users in a startup or technology retail.
• Creative problem solver with strong organizational skills.

Responsibilities

• Engage users through live chat, email, and phone to ensure comfort with the platform.
• Provide excellent service through empathy and active listening.
• Attend to technical operations tasks to keep the platform running smoothly.

Skills

Customer Service

Communication Skills

Problem Solving

Empathy

Organizational Skills

Technical Support

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.

Compensation and 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

California job applicants may access the Notice of Collection of Personal Information and Privacy Policy with information and rights required by the California Privacy Rights Act (CPRA).

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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