Customer Support Coordinator - Irving, United States - Hazel Health, Inc.

Description

**Customer Support Coordinator (Shift 1:00pm-10pm)**

at Hazel Health Irving, Tx ****About Hazel Health****

Hazel Health was founded on the belief that access to healthcare should never stand in a child's way of excelling. At Hazel Health we improve the health and well-being of children by leveraging innovative technology to make it easier for children to receive care from passionate, licensed healthcare providers. Our tele-health solution benefits students, parents, educators, and the community overall. We are dedicated to improving access and equity, so every student has the foundation to succeed.

Join our unique team of leaders from technology, healthcare, and education, all with proven track records for delivering sustainable, successful services to transform the way students receive health services at school and at home.

****Job Summary****

We are looking for a dynamic, empathetic, and action-oriented individual to join our Hazel Support team.

**This position is Monday-Friday from 1:00pm- 10:00pm working out of our office location in Irving, TX.**

As a Support Team Member, your primary responsibility will be ensuring our students get the best care possible by providing support to our schools, families and internal teammates. You will directly interact with school personnel, community members, and prospective district partners.

****Duties and responsibilities to include, but not limited to:****

Responsible for inbound and outbound phone calls with parents/guardians, schools, and other stakeholders to provide support as needed:

+ Account creation and troubleshooting account issues

+ Resolving concerns related to a Hazel visit

+ Supporting parents/guardians in completing Hazel consent forms

+ Resolving student information entered incorrectly

+ Providing cost and insurance information

+ Troubleshooting equipment and technical issues

Complete time sensitive data entry tasks to ensure successful Hazel visits

Support various Hazel teams by responding to internal questions and requests, such as:

+ Resolving issues with obtaining parental/guardian consent

+ Managing support tickets

+ Researching district/school information and community resources

+ Creating internal and external process guides

Answer questions within the realm of knowledge/expertise; for those questions outside of knowledge/expertise, expediently and appropriately relay the information

Play an integral part of coordinating information between providers, students, and their families

Build a customer experience that promotes Hazel as the supportive and engaging company we strive to be

Ensure Hazel provides quality and consistent service, including appropriate cultural, economic, FERPA, and district health understanding

****Job Skills and Qualifications****

Customer service mindset, including responsiveness, patience, accuracy, compassion, and resourcefulness

Understand the role as serving the school district and the student/community population

Ability to exercise empathy, understanding of the school environment and children/personnel in that environment, tact, courtesy, kindness and diplomacy when dealing with individuals (at any level)

Excellent interpersonal skills; ability to communicate effectively verbally and in writing to a variety of audiences

Ability to stay calm in a fast-paced environment and take swift action to ensure customer satisfaction

Computer skills and an ability to learn and understand general technical requirements for the telemedicine system

****Minimum Requirements****

Passion for our mission

High school diploma or equivalent

1+ year experience in a call center / customer service role, preferably in a clinical setting, with the ability to handle support tasks while resolving customer questions

Ability to maintain confidentiality and exercise discretion

Highly organized, attentive to detail, and effective with multi-tasking

Ability to work collaboratively and cooperatively in a team environment

Health-tech / Ed-tech experience strongly preferred

Prior experience in a fast-paced startup environment strongly preferred

*This is an exciting position in a fast-paced organization. We offer a highly competitive compensation and benefits package.*

*At Hazel, we dont just accept differenceswe thrive on it. Having a diverse team makes our company, our products, and our solutions and service to families and schools stronger and better. Hazel is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, national origin, sex, gender identity, sexual orientation, age, marital status, disability status, or Veteran status.*

*All offers of employment are conditioned on a candidates consent to a background check and our satisfaction with the results. Qualified candidates with arrest and conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.*

Location (City) * **Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Hazel Healths Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

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Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least