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Customer Experience Agent, Support
at K Health
Remote
Who we are:
K Health is a venture-backed, fast-growing start-up with a mission to use the power of shared knowledge to get everyone access to higher quality, more affordable health care. We’re looking for mission-driven iniduals to join our growing team and help us eliminate healthcare inequalities and build a better, healthier future for us all.
Named as one of FastCompany’s Most Innovative Health Companies of 2022 and to the 2021 CNBC Disruptor 50 list, K Health is using Artificial Intelligence (AI) to build the smartest digital healthcare platform in existence. Our data-driven app brings together the knowledge of thousands of doctors and the anonymous medical records of millions of people to help diagnose and treat what’s wrong. We offer a free symptom checker and 24/7 access to doctors to ask questions, refill prescriptions, get care for your kids, and more. Right from your phoneno insurance needed.
Since we were founded in 2016, K Health has raised over $270M in VC funding and our Series E funding round brought us to Unicorn status. Our current partners include the Mayo Clinic Platform, Anthem, and Maccabi Health Services.
About the role:
K Health’s Customer Experience team is growing and we are looking for someone who has a vast skill-set but a dedicated passion for excellence. We are hiring in Central, Mountain and Pacific Time zones.
You’re expected to become an expert on our product, eliminate any hurdles for users, and ultimately build brand loyalty through our Support organizations. As part of our support team, you’ll handle both phone and email inquiries in a timely manner with thoughtful, thorough responses. You’ll impart our company values through your interactions with our customers and will effectively capture user feedback to help us improve our product!
Be sure to check out our app on your android or apple store.
What you’ll do:
- Tackle a variety of issues with clients and resolve problems quickly
- Handle customer calls with empathy, active listening, and product expertise (20+ calls per day)
- Craft and customize emails using personalization while maintaining the brand voice
- Use solution driven tactics to troubleshoot issues to provide a seamless customer experience
- Actively listen to customer issues to diffuse or escalate as necessary
- Perform against challenging goals with a best-in-class team for the efficiency & quality of work
- Ensure the safety of our patients’ information by operating under HIPAA guidelines
- Accurately document customer feedback and issues using ticketing systems
- Autonomously handle customer requests with motivation and discipline
- Contribute to a positive and supportive team environment
What we’re looking for:
- You have 2+ years of customer service experience supporting a rapidly growing organization
- You have experience working for a fast growing and dynamic start-up
- You enjoy and take joy finding solutions to customer problems
- You are excited to help customers and passionate about changing the healthcare system
- You take ownership of customers’ issues and adhere to K’s processes and policies
- You are able to move quickly through systems without sacrificing attention to detail
- You are reliable and have a proactive, organized, and detail-oriented mindset
- You are experienced with Salesforce and G Suite, and other call center tools
- You have flexibility in your schedule and can work nights, weekends and holidays
Benefits & Perks:
- Work remotely in the US
- 20 paid vacation days & 5 sick days per year
- Stock options for every full-time employee
- Paid parental leave
- 401k matching up to 5%
- Commuter Benefits
- Competitive health, dental, and vision insurance options
- Digital healthcare solutions with OneMedical and LiveHealth
- Pet Insurance
Compensation Range:
- $18.00 Per Hour
K Health offers competitive compensation packages along with stock options based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate’s experience and expertise.
We’re deeply committed to building teams as erse as the patients we serve and strive to cultivate an environment where everyone can bring their most authentic self to work. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our users.
K Health is proud to be an Equal Opportunity Employer and considers applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws.
Please note that our company has adopted a COVID-19 vaccination policy for our office-based employees to safeguard the health and well-being of our employees. As a condition of employment, our office-based employees are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.