Customer Success Specialist

Job description

GENERAL STATEMENT OF DUTIES: HOPCo is the national leader in providing integrated value-based health outcomes for musculoskeletal (MSK) conditions. Using our market-leading technology, patients can receive services and support via Remote Therapeutic Monitoring (RTM) The Customer Success Specialist is responsible for supporting and providing solutions for patients in the RTM program. This includes assisting patients with mobile applications, troubleshooting technical issues, and communication with patients via email and phone support. ESSENTIAL FUNCTIONS: - Responsible for responding to all customer requests via email or phone in a timely manner. - Assist patients with clinical program enrollment and registration. - Respond to patient questions and complaints as required, resolving problems, and maintaining high patient satisfaction levels. - Communicate with patients in a kind, patient, and empathetic manner. - Create and promote a positive patient experience. - Provide basic support to patients for smartphone application installation and activation. - Assist patients with basic troubleshooting. - Escalate product issues to appropriate team members. - Fully investigates product iss...