Customer Experience Representative, Solace
Patient advocates for navigating healthcare
Job no longer available
Patient advocates for navigating healthcare
21-100 employees
Job no longer available
21-100 employees
Company mission
To bring humanity back to healthcare by empowering patients, improving outcomes, and restoring the promise of the US healthcare system.
Role
Who you are
- Empathy is your superpower, and you’re confident working through the toughest of conversations, whether by phone, email, or chat
- You’re detail-oriented and understand that sometimes the smallest details make the biggest difference
- You know your way around a computer and are a quick learner who works well in (sometimes) hectic circumstances, thriving while learning new tasks
- You are a natural troubleshooter. You know what questions to ask to get to the root of any issue, and have enough tech experience to walk someone through basic issues with their browser or phone
- You are a creative problem solver and won’t hesitate to lean on your team for help when necessary, but will execute confidently when called upon
- You are more than comfortable giving and receiving feedback
- You thrive on ensuring great outcomes for every person you interact with
- You enjoy and embrace interacting with people from all walks of life in order to ensure they’re getting the health care they deserve
- You’re comfortable forming quick bonds during your contact with our clients, and thrive under the pressure of resolving complex issues, even when those clients are upset
- You’re flexible and willing to jump in and assist with anything when called upon
- If you see something that’s not quite right or that is causing friction, you are not shy about reporting the trouble and help suggest a solution
- You’re a team player with a “get it done” mentality, ready to contribute meaningfully to your team’s success
What the job involves
- As a Customer Experience Representative for Solace, you will be supporting our patients and advocates via phone, email, and chat
- Through feedback and action, you’ll also be supporting our team in getting people the help they need on their healthcare journey
- In this role, you will work with our clients and advocates, supporting them in numerous ways. From appointment confirmations to in-depth troubleshooting, to coming up with creative solutions that resolve any issues that our clients and advocates encounter
- You will also work with our new clients to support them during their first experiences with us, while sharing and tracking feedback so that we can make Solace a world-class experience for all of our users
- Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience
- Use the resources we supply to provide world-class CS to our clients and advocates
- Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform
- Build strong relationships with our clients and advocates, helping them feel heard and understood
- Take action based on the feedback you receive by reporting issues and sharing detailed notes
- Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat
Our take
The US healthcare system is complex and difficult to navigate. This leaves many patients overwhelmed with paperwork and insurance claims, and struggling against limited provider availability.
Solace has set out to tackle this issue, by connecting patients with expert healthcare advocates. These professionals, including former doctors and nurses, offer support and guide patients through their healthcare challenges.
With substantial funding to its name, Solace is in a position to expand its services, grow its network of advocates, and enhance coverage across Medicaid and private insurance plans. Alongside a partnership with Medicare, Solace aims to make healthcare advocacy more accessible and continue empowering patients with expert support.
Kirsty
Company Specialist
Insights
Company
Funding (1 round)
Aug 2024
$14m
SERIES A
Total funding: $14m
Company HQ
Centennial, Redwood City, CA
Leadership
Jeremy Gurewitz
(Co-Founder & CEO)Previously a VP at Literati and Imperfect Foods. Prior to that, they were a Senior Manager of Growth at Man Crates and an Associate Portfolio Manager at Lord Abbett & Co.
Sara Sargent
(Co-Founder & CPO)Previously the Head of Brand at Synthesis and Literati. They were also an Independent Creative & Brand Strategist as well as the Lead Content Editor at MV3 Marketing.
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