Customer Intake Representative - Healthcare (Colombia)

About the Role

We are hiring a Customer Experience & Scheduling Specialist with a strong sales mindset to join our dynamic team. In this role, you’ll be the first point of contact for prospective patients, guiding them through the initial steps of their journey and ensuring a seamless and empathetic customer experience.
 

Core Tasks:

• Consult with patients over the phone with the ultimate goal of booking a consultation
• Manage customer follow-up and follow-through in the CRM
• Monitor inbox to assist customers, answer questions, and escalate issues when needed
• Pre-qualify leads via phone and schedule / pass them on to the account executive
• Handle customer inquiries with a <1 hour SLA time
• Gather product knowledge to properly educate customers
• Build out role-related SOPs and FAQs for faster and more accurate responses
• Assist with other tactical sales and CX-related tasks as needed

Must-Haves:

• 3+ years experience as a CX or Scheduling Rep with sales experience
• Exceptional and empathetic verbal and written communication skills
• Background with the insurance or medical industry (or similar)
• Basic - intermediate skills with Google Sheets/ Excel for basic reporting
• 1+ years experience with professional CRM / helpdesk tools like Hubspot (or similar)
• Familiarity with Slack and Zoom for internal team Coordination / Communication
• Ability to work full-time EST

Nice-to-Haves:

• 1+ years experience with Monday (or similar project management tool)