Customer Engagement Coordinator, HealthJoy
$55-65k
Health benefits platform for employers
Job no longer available
Health benefits platform for employers
201-500 employees
Job no longer available
$55-65k
201-500 employees
Company mission
To simplify the healthcare experience by removing the complexity from being healthy and well.
Role
Who you are
- 1-3 years of work experience in a fast-paced, customer-facing role (experience in SaaS preferred), with a background in Benefits being advantageous
- Strong attention to detail with a keen ability to track details and deadlines
- Experience working with technical solutions in a customer-facing role, or demonstrated proficiency in guiding users through software applications
- You’re a team player -- proven ability to work productively as part of a team, and build positive internal relationships both within your direct org / team and cross functionally
- Strong time management skills with the ability to prioritize tasks across multiple customers, deadlines, and systems, utilizing CRM tools, while also demonstrating the capacity to work independently
- Excellent written and verbal communication skills, with active participation in internal discussions
- Genuine passion for creating a positive experience and bringing meaningful value to our customers
- Effective and respectful communication skills across various mediums, including phone, email, and in-person interactions, with the capability to engage confidently with individuals at all organizational levels externally
- Strong active listening skills, demonstrated through the ability to ask insightful questions and a genuine curiosity to learn more
- Proven ability to learn a new product suite at an expert level, in order to communicate with stakeholders (internal and external) regarding optimal product use and functions
- Intermediate Excel knowledge or above required
- Self-starter mentality with a strong eagerness to learn and adapt to dynamic, fast-paced, and high-growth environments
- Familiarity with Zendesk or a similar customer support software
What the job involves
- Provide top-tier support to HealthJoy's customers from implementation to renewal, ensuring exceptional customer experience
- Serve as a product expert, adept at guiding customers on optimal usage of HealthJoy's platform
- Assist in enhancing customer experience through various support channels, including client marketing initiatives and technological support
- Utilize Gainsight and other tools (SFDC, Zendesk, etc.) to document customer updates and research background information for efficient customer support
- Maintain learning resources and knowledge base to improve support accuracy for SMB customers
- Build consultative relationships with internal teams to ensure effective solutions provision and reduce assistance needs over time
- Exude HealthJoy’s values – we are ONE team working toward the same goals
- Champion the success of our customers, partners, and members – their success is our success
- Conduct calls with SMB customers regarding program best practices, ongoing issues, and escalations
- Provide direct support to customers through various channels, resolving issues promptly and efficiently
- Project-manage internal tickets, triaging customer support needs effectively
- Offer guidance to clients on maximizing value from HealthJoy products and document interactions in Gainsight
- Have an eye in your client interactions toward opportunities to refer clients to the SAE org through the use of CSQL processes
- Conduct member webinars for SMB customers and respond to inquiries promptly, escalating as necessary
- Oversee multiple SMB-client implementations and renewals concurrently, maintaining high-quality standards
- Track and communicate progress with internal stakeholders, providing project support throughout the process
- Gather necessary information and configure systems based on client requirements during implementations and renewals
- Document and reproduce bugs for Engineering and Product teams to facilitate quicker resolutions
- Ensure customers receive post-launch marketing information and provide reactive support via designated channels
Our take
Although shopping around for a car or mortgage is standard practice, when it comes to medical procedures, people often take what they are given. HealthJoy is a company that helps employees shop around for the most cost-effective healthcare options, then rewards these employees when they take the lower-cost option.
The HealthJoy benefits experience platform combines a chatbot with artificial intelligence along with human input to settle on the most affordable available treatment for employee. Savings are then shared with the employee via a savings account or gift card. HealthJoy focuses on providing its services to larger companies, with tens of thousands of users, but has expressed intentions to work with small and medium-sized businesses in the future.
As healthcare costs continue to rise, HealthJoy is ready for continued success by helping employers manage expenses and improve employee care. With a strong track record and strategic partnerships, the company is set to deliver lasting value as demand for affordable, high-quality care grows.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2022
$60m
SERIES D
Feb 2020
$30m
SERIES C
Total funding: $108.5m
Company benefits
- Remote Work: Being a remote-first company, we give new employees a remote work stipend to ensure you can work comfortably from home
- Health & Wellness: We offer healthcare benefits including medical, dental, vision, therapy, HSA contribution match, EAP, telemedicine, virtual exercise therapy, and disability
- Company Events: We provide our employees with virtual-lunch-and-learns, virtual coffee chats, happy hours, and quarterly team activities
- Financial Wellness: We offer equity with our Stock Option Distribution Policy, 401k match, and an employee referral bonus program
- Recharge: HealthJoy provides employees the freedom they need to balance the responsibilities of both their work and home lives. We offer flexible PTO, paid holidays, parental leave, and more
Company HQ
River North, Chicago, IL
Leadership
Justin Holland
(Co-Founder & CEO)Having studied at MIT, they co-founded FreeCause in 2006 and OpenInstall in January 2011. They then spent 1 year as VP Platform at AVG before founding HealthJoy as CEO in March 2014.
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