Central Support Subject Matter Expert
Carbon Health
Customer Service
Bogotá, Bogota, Colombia · Remote
Posted on Jan 4, 2025
Central Support Subject Matter Expert
About Us
At Carbon Health Colombia, our mission is to make world-class healthcare more accessible to everyone. Our technology-driven model enables patients to access care both virtually (via our mobile app), and in-person (via one of our modern clinics). If you are a creative and innovative thinker looking to revolutionize healthcare in a flexible, collaborative team environment, come and join us to be a part of Carbon Health’s rapid growth plans as we continue to grow, both in size, and what we can offer the world.
What We Offer
- Forward-thinking, tight-knit, transparent, collaborative and inclusive company culture
- The opportunity to grow and scale with a dynamic startup who is changing the way people think about healthcare
- Competitive compensation package, flexible schedules and time off, health allowance and connectivity, among other great benefits
About the Role
In this position you will have a vital role in ensuring the completion of all remote administrative tasks so that our Carbon Health patients have all proper documents in order to continue their care and recovery beyond our clinic doors. You will have a visible and important role in maintaining patient satisfaction and operational success by supporting our patients and clinicians at our multiple clinics throughout California and Nevada from a central location.
What You’ll Do
- Provide exceptional friendliness, empathy and customer service via phone, email and other platforms to Carbon Health employees and patients.
- Perform exceptional troubleshooting steps to make sure prompt resolution to platform issues
- Prioritize tasks accordingly between a variety of platforms and responsibilities.
- Owning the response and actions related to real-time issues or pain points of staff or patients, acting as the liaison between essential teams
- Act as a subject matter expert on all things Carbon Health
- Ensure operational integrity by following established protocols
- Developing and suggesting process improvements that will have a direct impact on the benefit patients, clinicians, colleagues and overall operations
- Help build documentation of processes on an ongoing basis to help build standardization of resolution steps.
- Support the backend operations of admin tooling for Carbon Health business lines and patient pipelines.
- Receive, sort, and distribute incoming faxes while maintaining accurate records for Carbon Health.
- Provide clerical support for patient care teams nationwide, including managing records and follow-ups.
- Maintain databases, respond to communication channels, and support administrative tasks.
- Adhere to company policies, ensuring confidentiality and compliance with regulations.
About You
- Strong belief that patients should have greater access to their healthcare team, to their own health information, and a greater ability to make informed decisions about their care
- A caring individual with true compassion who is excited to build a new model for healthcare delivery
- Creative, teamwork oriented, troubleshooting, flexible, and always puts the patient first
- Familiarity of Apple products, including iPads and MacBook’s, and Google Business Suite apps
- An ability to remain focused and calm during challenging situations
- Prior health care or clinic/hospital experience
- Prior experience in Support or Escalation roles
- A person with a track record of being a successful team member and a transversal leader
More About Us
Based in San Francisco, Carbon Health was founded in 2015 to provide a more comprehensive care experience by integrating doctors, medical staff, pharmacies, labs, insurance providers and specialists, allowing users to receive follow-ups on their treatment plans, assistance managing prescriptions and easy access to lab reports all through a single mobile app. We accept all major insurance plans and currently operate clinics in the San Francisco Bay area, Los Angeles, CA and Reno, NV.