Bilingual Customer Support Specialist (Must be fluent in Spanish & work Central Time Zone hours)

ABOUT US

At Sprinter Health, we're focused on dramatically expanding access to healthcare by reimagining the patient experience—delivered at home and powered by technology for scale.Sprinter Health is building the clinical and technological infrastructure to realize a future of healthcare untethered. 

We have a rapidly growing team of visionary leaders who are passionate about increasing access to care, lowering healthcare costs, and improving outcomes for patients. We are backed by prominent VCs, advised by a medical board of industry leaders, and led by former executives, physicians, and engineers from Google, Facebook, LabCorp, and Disney.

ABOUT THE ROLE

As we are rapidly expanding our operations by building new partnerships across the healthcare spectrum, we are looking for an experienced, customer-centric individual to join our growing customer support team. 

As a Bilingual (Spanish/English) Customer Support Specialist, you are often the first voice of Sprinter Health, so you must be someone who will deliver flawless and timely support to our customers across the United States.

• You will work from 9:00 am to 5:30 pm central time.  This means that if you are in the eastern time zone, you'll work from 10 am to 6:30 pm EDT.  If you're in the mountain time zone, you'll work from 8 am to 4:30 pm CDT.  If you're in the pacific time zone, you'll work from 7 am to 3:30 pm PDT.
• Your day will begin by fielding and resolving overnight questions and supporting requests from our customers and partners.
• Throughout the day you will handle a high volume of inbound and outbound calls, texts, and emails, related to patient interactions, clinical staff communications, and other inquiries, ensuring prompt and professional support.
• As different customer situations arise, you will escalate questions and concerns to other teams for additional assistance.
• You will help Clinical Managers and Sprinters (mobile phlebotomists) with real-time scheduling changes.
• You will handle clerical work that may be required prior to and after appointments to ensure our Sprinters can focus on delivering high quality care in the home.
• You will also support the Care Coordination team by confirming PCP fax information, obtaining missing appointment information, providing appointment updates, and identifying areas for workflow improvement.
• You will handle additional responsibilities and/or projects as designated, which may include enhancements to processes and the facilitation of cross-training across various departments.

• Willingness to work central time zone (CDT) hours every week day.  You will work from 9:00 am to 5:30 pm central time. 
• Fluency in Spanish (you must speak, write, and read proficiently)
• At least 2 years of high volume / fast-paced patient / participant / customer service experience in the healthcare industry
• Proficiency using electronic health record (EHR) systems and other healthcare software
• Strong communication and interpersonal skills, with the ability to effectively liaise between clinical and administrative teams
• Excellent organizational skills and attention to detail to ensure accuracy in appointment documentation and record-keeping
• Ability to adapt to changing priorities and work effectively in a fast-paced environment
• Commitment to maintaining patient confidentiality and delivering high-quality, patient-centered care
• Experience coordinating tasks with national labs such as Quest or LabCorp such as requisition review, issue investigation, result tracking, etc. is preferred
• Experience using Zendesk is preferred

• Are flexible, humble, and have a sense of humor
• Excel at last minute problem solving and out of the box thinking
• Are highly organized and process-oriented
• Communicate effectively when speaking and writing
• Know how to prioritize tasks and escalate situations when necessary
• Have experience working in an on-demand service or healthcare environment
• Enjoy working in a fast paced, high pressure environment
• Have a calm and understanding demeanor and the ability to empathize with customers' frustrations and needs

• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 11 paid holidays per year
• 401(k) with a match
• 16-week parental leave policy for birthing parent, 8 weeks for a partner, 100% paid
• HSA contributions
• Life insurance, plus short and long-term disability coverage
• Annual learning stipend