Healthcare Customer Support Specialist (B2C)

About the role

BMNS is looking for a Customer Support Specialist to serve as the primary point of contact for users. The role provides customer support and helps patients securely access medical information, resolve technical challenges, and navigate the platform.

It combines customer service, technical troubleshooting, attention to detail, and empathy. Each interaction is an opportunity to build trust and provide a positive experience during potentially stressful or sensitive healthcare situations.

Responsibilities

• Provide timely, professional support through phone, email, and chat.
• Help users create accounts, recover passwords, set up Multi-Factor Authentication (MFA), resolve login issues, and navigate the platform.
• Guide patients through troubleshooting for mobile applications and account access.
• Investigate, document, and follow up on concerns about data synchronization and connectivity with healthcare providers and hospital systems.
• Advocate for patients by ensuring concerns are addressed accurately and efficiently.
• Provide compassionate, patient-centered support, de-escalate challenging situations, and reassure users experiencing stress or frustration.
• Explain technical concepts in clear, simple, user-friendly language.
• Keep accurate, detailed records of customer interactions in the CRM system.
• Follow Standard Operating Procedures (SOPs), data privacy requirements, and security protocols; document interactions to support compliance, audits, and internal reporting.
• Identify recurring issues, product defects, and critical bugs, and escalate technical problems to Tier 2 Support or...

Datos clave

• The role provides support through phone, email, and chat.
• The specialist helps patients access medical information and resolve technical challenges.
• The role involves documenting customer interactions and following privacy and security protocols.

Salario estimado

Salario estimado para servicio al cliente en Costa Rica: CRC 480 - 380.000 al mes, según 5 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.