Patient experience

About Sweetch:

Sweetch is the first behavioral science company to leverage AI & EI (emotional intelligence) through its digital healthcare solutions, located in Israel.

Its hyper-personalized engagement platform enables health ecosystem players to build continuous relationships and engage with every individual patient, at scale.

The candidate will be critical in maintaining the trust of patients (Sweetch app users from all over the world) and ensuring excellent patient support and experience.

The successful applicant will learn the inner workings of Sweetch technology while helping patients improve their health outcomes.

Patient Experience Representative Responsibilities:

• Provide our app users (patients) with support regarding best practices, troubleshooting steps, and ways to maximize their enjoyment and effectiveness while using Sweetch
• Document information about issues that arise; resolution or feedback in order to help inform the strategic direction of the company
• Work remotely with Sweetch teams located in Israel
• Partner with internal teams to resolve complex issues, while championing our patients' needs throughout the process
• You'll be responsible for resolving inquiries received via phone, email, and internal ticketing system in a timeframe consistent with department and team service levels and goals
• Meet and exceed company, department, and individual level KPIs and OKRs
• You will manage your time between new cases, cases that require further follow-up and different ongoing projects

Qualifications:

• 1 year in a customer-facing technical support role required
• Strong communication and interpersonal skills are a must, including exceptional conversational and written skills
• Ability to work a flexible schedule (East Coast time zone preferred)
• Adept troubleshooting, problem solving and critical thinking skills
• Passion for learning, and an ability to communicate complex issues in a clear and educational manner
• Ability to manage your time effectively and stay organized
• Ability to adapt to rapid changes in the workplace
• Proficient using technology and navigating multiple systems
• Experience with Google Suites, Zendesk and Microsoft Excel preferred
• English speaker
• Other languages - an advantage

Job Type: Full-time

Salary: $60,000.00 - $80,000.00 per year

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Remote