PatientPop is the leader in practice growth with the only all-in-one solution that empowers healthcare providers to improve every digital touchpoint of the patient journey. As experts in the healthcare technology space, PatientPop makes it easy for providers to promote their practices online, attract patients, & retain them for life.
We've grown from a small, scrappy team to a workforce of 400+ driven individuals who are committed to scaling smarter. As we move into our next phase of growth, we're looking for passionate & dedicated people to focus on innovative solutions while ensuring that we maintain a superb customer experience. That, in part, means finding highly qualified candidates who want to invest their energy to align with our company's long-term goals.
Are you ready to really dig into a new role? We're looking for you.
Why you're important to us:
With unsatisfied customers, you are the last line of defense in proving our value & retaining customers. You will work with various internal teams to manage cancellation requests & ensure timely resolution. You will document detailed customer feedback regarding cancellation reasons & retention tactics & will update & manage retention data in Salesforce. As we continue to scale & increase our customer base, you will help develop training to coach our Implementation & Customer Success teams on best practices regarding retention.
How you will contribute:
The Customer Experience Manager is responsible for handling & resolving cancellation requests across various stages of the customer journey. Your overall goal is to reduce cancellations & increase the customers lifetime value. On a daily basis you will be speaking with customers about what they are experiencing with PatientPop, actively listening to understand & address their concerns with clear explanations, & working to develop appropriate resolutions.
During your calls you will also be gathering detailed feedback directly from the customer that will eventually be analyzed & shared with the company to help improve the overall customer experience.
You will stand out with:
- 2 years in a direct customer facing or sales role
- Experience preventing customer churn
- Familiarity with Salesforce, Slack, & Google Suite
- Strong phone presence
- Ability to develop solutions to problems under pressure
- Confidence when speaking with upset customers
- Strong understanding of how the web & search engines work
- Strong understanding of social & paid advertising channels
- General understanding of local business marketing
PatientPop has one simple mission: help healthcare practices thrive. Our solution is the leading all-in-one practice growth platform that's HIPAA-compliant & helps providers promote their practice online, attract patients, & retain them for life. Learn more at patientpop.com
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state & local laws, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.