Customer Support Specialist

Come for the mission. Stay for the experience.

Let’s keep things simple: we’re a talented, hard-working and compassionate team driving towards a mission that impacts every single one of us - even you!

Healthcare benefits are complex, underutilized and a mystery for most people. That’s why it’s our vision to remove the complexity from being healthy and well. HealthJoy guides employees to affordable, high-quality healthcare by consolidating our clients’ health and wellness strategies into a simple, unified digital experience. This leads to healthier employees and a healthier bottom line.

With over $100M in fundraising to date, HealthJoy has garnered workplace awards for Inc.'s Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to over 400 team members. We’re continuing down the path of high growth and high impact, and this role is a key member of the Member Services Team making that happen.

Your impact

• As the Healthcare Concierge (Customer Support Specialist) you will be responsible for processing the members’ requests (tickets). The highest priority is to deliver the quality product, fully inform members about their benefits and the best ways to use them within the shortest time possible.
• Interact with members via telephone and chat to assist and support an appropriate level of care. This may include making outbound calls to members and/or providers to assist in scheduling appointments, closing gaps in care.
• Search for doctors, clinics and other healthcare facilities that suit the members’ needs most accurately. Conduct further communication with the providers.
• Partner with your leadership team, the practice administrative or clinical staff to determine the best strategies to support the practice and our members.
• Provide WOW-experience and care to HealthJoy’s American customer base. 

Your experience and expected skill-set:

• Experience 6+ months
• Experience in the Customer Support/Service field would be a plus
• Proficiency in English language (Upper-Intermediate+ level)
• Strong critical thinking skills (ask questions, gather relevant information, think through solutions and conclusions)
• Ability to adapt to frequent change
• Exceptional communication skills (understands and leverages the most effective channels for communicating with others (internally and externally)
• High level of Empathy (presented in daily interactions with customers and peers)
• Good computer literacy skills in Office Suite and Google Programs
• Ability to work sufficiency both individually and as part of the team
• Solid level of Accountability (follows through on commitments, take responsibility for work, and delivers work on time)

Role details.

• Working schedule 5/2 – 15:30 to 24:00
• 20 paid vacation days per 12-month period, paid days for sick-leaves

Our rewards.

Work should be meaningful and rewarding. HealthJoy offers a robust package of employee perks and benefits including:

Employment:

HealthJoy LLC. is part of Ukraine Diia City legal framework. On your first day, you will sign a Gig-Contract via the Vchasno system. Therefore, you will have the status of a gig-worker.

Competitive compensation: 

Base salary, which grows as you grow in HealthJoy. You may increase your base salary twice in 1.5 years. We also offer bonuses, the amount of which depends on the individual KPI, as well as life event bonus, bereavement support, and a complete tax compensation.

Great career growth opportunities: 

You will have a chance to go through a career path from junior to middle, and to senior specialist, and eventually grow into a TL Deputy or TL. Alternatively, it is possible to grow horizontally, and take the position of L&D leader or QA analyst. 

Healthcare:

As a company that is all about healthcare, we simply cannot leave our employees without a great healthcare benefit. We provide health insurance coverage for employees at 100% and for their spouses at 50%.

Education: 

We offer English classes with a native speaker, corporate L&D platform to support professional development, internal and external educational events for our employees. Our Learning and Development department will give you a broad knowledge base of the American Healthcare system and cultural peculiarities.

Mental health support program:

20 sessions of personal therapy per year are available to every employee, and additional mental health lectures from the comfort of your home. 

Company events:

To stay in touch with your team even during these trying times we hold happy hours, team buildings and team meetings, as well as various educational and recreational events. 

Gym:

We are partnering with one of the biggest Sports Hubs in UA - Sport Life. You will use corporate discounts and various special proposals.

Remote work:

We work fully remotely and provide all the equipment needed.

Commitment to Equal Pay

At HealthJoy, we are committed to creating a diverse and inclusive workplace where everyone has the opportunity to succeed and thrive.

We believe that everyone should be paid based on their qualifications, experience, and the work that they do, and not on their gender, race, or any other personal characteristic. Our compensation practices are essential to fostering a diverse and inclusive culture where we value the contributions of all our employees. 

We conduct thorough annual reviews of employee pay and our pay practices to ensure we reward the right behaviors and are providing equal pay for equal work. 

Additionally, we assess the external market and internal equity across like roles. As part of our regular review of pay practices, HealthJoy examines employee pay for potential disparities between persons of different genders, races and ethnicities that are not explainable by objective factors such as performance, experience level, credentials, or location, and are committed to correcting any issues and reviewing practices from unintended outcomes. 

Commitment to Equal Opportunity

HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer. 

All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.

Don’t meet every single requirement? We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. HealthJoy is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role and HealthJoy, we encourage you to apply. You may be just the right candidate for this or other roles.

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Last updated on Aug 9, 2024