Client Experience Support Specialist

Job Summary:

At REE, our Client Experience Navigation Team (CENT) Support Specialist, also know as customer success/service support in other companies, play a critical role in the overall process of providing high quality medical evidence to our clients. The CENT Support Specialist serve as a another touchpoint of REE for our clients and ensure the behind the scene processes are seamless for the total Client Experience. They are responsible for resolving client concerns, assessing refund inquiries, addressing 5150 calls, and the overall satisfaction with REE's products and services. A successful CENT Support Specialist operates with empathy and excellent communication skills, strong organizational and analytical skills, and is motivated to support our clients through quality execution of structured processes.

Our Client Experience team members work alongside their peers within both the Sales and Operations departments ensuring REE Medical maintains an excellent standard of service for our clients.

What is expected in this Role:

• Serving as a skillful and empathetic Customer Success executor, intaking all pertinent information provided and supporting Navigators and the client throughout the total client lifecycle.
  • This means you are monitoring and tracking our ITFs (Intent to File) deadlines, coordinating closely with the proper departments confirming dates, timelines, and ensuring deadlines are not missed.
  • This means you can serve as a main point of contact for clients, responding promptly to emails, calls, and other communications and ensuring you are acting as the voice of the client within the company, confirming needs and expectations are met, reinforcing the importance of the relationship after there has been an escalation from the original Navigator.
    • This can include supporting the process of assigning new Navigators to clients sharing concerns or escalating issues.
    • This can also look like working closely with sales, disability operations, medical services, client review, health information management, and other support teams to ensure client needs' are met and expectations are exceeded.
    • This also means you are engaging current or past clients requesting reviews on Google or Better Business Bureau (BBB), and investigating into negative reviews, following up with our internal review process to ensure potential retention of clients with negative experiences.
    • This can also include tracking all interactions and resolutions confirming proper documentation for consistency and finding opportunities for improvement. Providing important information back to the different client facing departments within REE for further improve internal practices for the total Client Experience.
  • This means you are proactively developing and confirming strategies with Navigators and Supervisors to ensure gathered feedback is analyzed to identify trends on Client Satisfaction, identifying areas of risk and areas of improvement for Client Retention.
  • This means you operate as a refund coordinator, skillfully navigating every step of the refund process. Investigating requests, confirming service agreements, analyzing documentation and feedback, making informed decisions, communicating effectively on refund eligibility, completing departmental forms as required, ensuring timely communication to clients on status, and partnering with Accounts Receivables for processing of approved refunds. This also means you support the development and maintenance of the refunds guidelines as part of the total Support Team, to establish consistency and fairness in the decision making process.
  • This also means you are actively engaging in every conversation both internally and externally ensuring all client information and data is accurate and updated throughout the process ensuring the delivery of the most accurate medical evidence to the client while following all compliance based processes and procedures safeguarding personally identifiable information / personal health information across the team.
    • This means you may be handling 5150 calls. Responding to 5150 calls involving clients who may be experiencing a mental health crisis and are at risk of harming themselves or others and documenting incidents accurately, maintaining compliance with legal and ethical standards. Providing support to clients in crisis, ensuring they receive the appropriate care and follow up by VCL.
    • This also means you will work closely with external independent disability attorneys for Veteran handoff regarding VA denials. Requesting and reviewing Rating Decision Letters (RDLs) for quality assurance, rectifying any discrepancies on Disability questionnaires (DBQs), further capturing trends from RDLs to further understand VA rating standards, and identifying potential compliance issues and implement necessary adjustments to align with regulatory standards.

Requirements

What you need in this role to be successful:

• 2+ years of experience in customer service, customer success, or customer facing related role with a proven track record of managing B2C customer issues and issuing refunds.
• Proficiency in Microsoft Office Suite and navigating multiple platforms including Salesforce, ZoHo, Slack, Teams, etc.
  • Any professional experience with Salesforce as your main CRM is a plus!
• Previous experience working in a call center environment or queue is a Plus!
• Previous experience working in the medical industry is a Plus!
• Previous experience operating in a data driven environment, reporting on daily activities is a Plus!
• Previous experience working with the Veteran community or within the VA regulations is a Plus!
• Comfortability being on the phone whether sitting or standing for extended periods of time.
• Highly organized, have multi-tasking skills, and efficient in ambiguous situations with the ability to manage multiple client accounts and projects simultaneously, with strong attention to detail.
• Proactive thinking, consistently foreseeing and preparing for forthcoming challenges or opportunities.
• Excellent interpersonal and communication skills for facilitating effective collaboration across various departments and levels of the organization while still communicating to understand and address client concerns with sensitivity and professionalism. Furthermore, experience or skill to remain calm and collected under pressure or in stressful situations, especially when it comes to 5150 calls.
• Track record of working in a fast-paced, fluid environment.
• Analytical and problem-solving orientation.
• High school diploma or equivalent required. A.S., B.A., B.S. degrees are a Plus!

Benefits

What REE Offers you:

At REE, we believe in empowering our employees to thrive both personally and professionally. When you join our team, you become part of a dynamic and inclusive work environment where innovation and collaboration are celebrated.

Comprehensive Benefits Package

- Competitive salary: $23/hour - $25/hour depending on experience.

- Health, dental, and vision insurance with Company-sponsored Life Insurance

- Retirement savings plan with company match

- Vacation time off, sick time off, and holidays

Career Development Opportunities

- Ongoing training and development programs

- Opportunities for advancement within the company

Work-Life Balance

- Flexible work schedules

- Remote first environment with companywide conferences annually

- Employee assistance program for personal and family well-being

Perks and Rewards

- Employee discounts on products and services through Insperity

- Recognition programs for outstanding performance

- Company-sponsored social events and activities

Join us and discover a rewarding career where you can make a difference and grow professionally.

REE is only able to hire US citizens or those who are authorized to work in the US as full time employees (we do not provide visa sponsorship).

This information is provided in compliance with Equal Pay Regulations across the US and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

REE Medical participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Not open to 3rd party recruiters or submissions.

REE will never ask for personal information or to purchase anything during the interview process, only communications from a @reemedical.com domain are representative of REE Medical, LLC.