Client Solutions Specialist (Spanish)

Accountabilities: Patient and Client Support: Respond promptly and professionally to incoming support tickets, providing accurate answers, resolving issues, and escalating complex matters when appropriate. Bilingual Communication: Support patients and key stakeholders in Spanish and English through written communications and phone conversations, ensuring information is clear, helpful, and accessible. Patient Experience: Deliver a compassionate, patient-centered support experience that helps individuals feel understood, reassured, and informed about their care journey. Cross-Functional Coordination: Work closely with clinical team members and other stakeholders to resolve questions efficiently, communicate updates, and maintain continuity of care. Documentation and Recordkeeping: Accurately document patient interactions, actions taken, and issue resolutions so colleagues have the context needed for effective follow-up. Service Quality: Maintain high customer satisfaction standards by responding attentively, communicating clearly, and following through on outstanding questions or concerns. Process and Workflow Improvement: Identify recurring patient pain points, support queue improvements, and flag process bottlenecks to help prevent repeated issues. Compliance and Standard Procedures: Follow established standard operating procedures, privacy requirements, and applicable healthcare compliance practices in every interaction. Team Communication: Keep team leads informed of progress, blockers, and emerging issues, providing timely updates and collaborating with colleagues to share knowledge. Knowledge Base Development: Help create and update standard operating procedures, help center articles, response templates, and support macros to improve consistency and efficiency. Team Initiatives and Training: Contribute to process improvements and other team projects with guidance from the Team Lead, while participating in training to strengthen knowledge of services and support practices. Requirements Language Proficiency: Fluency in both written and spoken Spanish is essential, alongside the ability to communicate effectively in English. Education: High school diploma or equivalent required. A post-secondary degree or relevant certification is considered an asset. Customer Service Experience: At least 1 year of experience in customer service, client support, or a related role. Communication Skills: Strong written and verbal communication skills, with the ability to explain information clearly and interact professionally with patients, clinical teams, and colleagues. Problem-Solving: Strong judgment and analytical thinking, with a willingness to learn, investigate issues, and identify appropriate solutions or escalation paths. Empathy and Patient Focus: A thoughtful, patient-centered approach that prioritizes respectful communication, understanding, and a positive support experience. Adaptability: Ability to work effectively in a fast-paced, evolving environment while managing multiple inquiries and maintaining attention to detail. Organization and Accountability: Reliable follow-through, accurate documentation, and the ability to manage responsibilities while keeping team members informed. Teamwork: Willingness to collaborate with colleagues, share insights, contribute to team initiatives, and support continuous improvement. Technical Aptitude: Comfort learning digital tools and technology-based workflows. Experience with help-desk platforms such as Zendesk or similar systems is valuable. Additional Assets: Basic knowledge of healthcare and technology concepts, previous technical support experience, and experience working in a startup or distributed team environment. Location and Availability: Must be legally authorized to work in Canada and able to work remotely on a Monday-to-Friday schedule from 9:00 a.m. to 5:00 p.m. Mountain Time. Schedule Flexibility: Willingness to provide occasional additional coverage, including some statutory holidays and weekend shifts, based on patient support needs. Time off in lieu is provided for additional hours. Benefits Compensation: Annual base salary of CAD $52,000–$56,000, depending on relevant experience, qualifications, skills, and market conditions. Remote Work: A remote-first working environment open to eligible candidates across Canada. Paid Time Off: 20 vacation days annually, along with 8 health and sick days. Annual Winter Break: A company-wide winter closure to support rest and time away from work. Comprehensive Healthcare Coverage: Medical, dental, and vision benefits starting on the first day of employment, with 100% of premiums covered and dependent coverage available. Mental Health Support: Extended mental health coverage to support employee well-being. Gender-Affirming Care: CAD $20,000 in lifetime coverage for gender-affirming care and procedures in Canada. Professional Development: An annual CAD $500 learning fund for courses and other development opportunities. Career Growth: A dedicated People Potential program that supports employees in identifying development opportunities and working toward their professional goals in partnership with their manager. Meaningful Work: The opportunity to contribute to more accessible, inclusive, and compassionate healthcare for underserved communities. Inclusive Culture: A supportive environment that values authenticity, belonging, collaboration, and respect for diverse backgrounds and experiences. Team Connection: Opportunities to build relationships with colleagues in a collaborative workplace that balances meaningful work with a positive team culture.