Customer Experience Associate - Temporary in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Associate - Temporary based in the United States.

This is an opportunity to support meaningful customer interactions within a healthcare technology environment focused on improving patient experiences. In this role, you will serve as a key point of contact for patients, healthcare professionals, laboratory teams, and internal stakeholders by resolving inquiries and ensuring smooth operational workflows. You will manage customer communications across phone and digital channels, collect essential information, and help facilitate timely processing of medical testing services. Working collaboratively with multiple teams, you will contribute to high-quality service delivery while maintaining accuracy, confidentiality, and compliance with privacy standards. This position is ideal for a detail-oriented customer support professional who enjoys problem-solving, building relationships, and making a direct impact in a mission-driven organization.

• Respond to internal and external customer inquiries through phone and electronic communication channels, providing timely and professional support.
• Collect and verify required information related to patient details, healthcare providers, billing, insurance, requested services, and submitted test samples.
• Communicate test status updates, coordinate result requests, and support the resolution of missing information or delayed sample processing.
• Assist with customer requests including mobile service scheduling, technical issue triage, clinical inquiry coordination, and follow-up communication.
• Support account-related activities for internal teams, including account setup, account updates, supply orders, pre-filled requisition processing, and order tracking.
• Document all customer interactions, actions taken, and follow-up activities accurately within designated systems.
• Handle customer concerns by investigating issues, providing solutions within established guidelines, and escalating complex cases when needed.
• Maintain strong knowledge of available testing services, required documentation, processing timelines, and customer support procedures.
• Support onboarding and mentoring of new team members while contributing to continuous improvement initiatives.
• Maintain strict compliance with privacy policies and procedures when handling sensitive patient information.

• High school diploma or equivalent required; associate degree, bachelor’s degree, or relevant certification preferred.
• At least 2 years of prior customer service experience, preferably in a healthcare, laboratory, technology, or regulated environment.
• Strong understanding of customer service principles, communication practices, and administrative procedures.
• Ability to analyze customer requests, identify appropriate solutions, and escalate issues according to established protocols.
• Excellent verbal and written communication skills with the ability to maintain professionalism across customer interactions.
• Strong attention to detail, organization skills, and ability to manage multiple priorities effectively.
• Comfortable working with phone-based and written customer support channels.
• Intermediate proficiency with Microsoft Office and Google Workspace applications.
• Ability to adapt to changing processes, demonstrate resilience, and work effectively both independently and as part of a team.
• Experience with CRM platforms, laboratory information management systems (LIMS), virtual communication tools, or similar technologies is a plus.
• Multilingual skills are considered an advantage.

• Competitive hourly compensation ranging from $19 to $22 USD per hour.
• Fully remote work opportunity within the United States.
• Medical, dental, and vision insurance options.
• Life and disability insurance coverage.
• 401(k) retirement benefits.
• Paid leave programs, including vacation and holidays.
• Professional development and training opportunities.
• Additional wellness and family support benefits.
• Opportunity to contribute to innovative healthcare solutions and improve customer experiences.