Customer Care Specialist, NexHealth
$90-120k
Patient experience platform
Posted today
Patient experience platform
201-500 employees
Posted today
$90-120k
201-500 employees
Company mission
To accelerate innovation in healthcare.
Role
Who you are
- 2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function
- Strong written and verbal communication skills
- Experience working in a CRM or ticketing system (HubSpot preferred)
- Ability to interpret and explain contract or billing terms to customers
- High attention to detail and comfort managing multiple active cases
- Ability to remain calm, empathetic, and professional in sensitive customer situations
What the job involves
- The Retention & Contract Specialist plays a critical role in protecting both the customer experience and company revenue during moments of churn risk.
- This role is responsible for managing customer churn, retention, and contract-related cases end-to-end within HubSpot, ensuring accurate forecasting, clean documentation, and consistent execution of established workflows
- This position sits within the Customer Care and is adjacent to Customer Support and Customer Success. Success is measured by process excellence, sound judgment, customer empathy, and operational accuracy
- Own customer retention and off-boarding cases from creation through closure in HubSpot
- Conduct structured discovery conversations to understand customer intent and risk
- Clearly communicate contract obligations and off-boarding details to customers
- Determine and execute the appropriate resolution paths
- Build and document success plans for retention cases with clear next steps and timelines
- Ensure off-boarding cases are closed accurately and on time, with complete billing and contract documentation
- Maintain high-quality CRM hygiene to support accurate churn reporting and forecasting
- Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product as needed
- Escalate risks, blockers, or exceptions appropriately and in alignment with policy
- What Success Looks Like;
- Customers experience clear, empathetic, and professional communication during high-risk moments
- Move cases efficiently through defined stages without stagnation
- Forecasting, billing, and contract data are accurate and reliable for downstream teams
- Managers and partners can trust case documentation without rework
Our take
The lack of integrated medical records is one of the largest obstacles the healthcare industry faces. Clinics must organise appointments and manage both paper and electronic health records, a process which is time-consuming and error-prone.
NexHealth is setting out to change this by building its own data-sharing highway. The platform enables real-time scheduling of healthcare appointments, care-to-patient communications and digital record management. Not only does this help doctors digitise their practices and provide a better patient experience, but it also means developers at other healthcare companies can use NexHealth’s piping (rather than integrate with hundreds of different electronic health records).
In 2022, NexHealth reached a valuation of over $1B, solidifying its status as a Unicorn, and with the support of numerous investors, the company is poised for further expansion. That same year, it opened a new office in Utah (its largest physical presence), marking an exciting new chapter in NexHealth's journey, offering the chance for more groundbreaking work and the expansion of its team.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$125m
SERIES C
Jun 2021
$31m
SERIES B
Total funding: $177.2m
Company benefits
- Equity
- Commuter benefits
- 401K
- Full Medical, Dental and Vision
- Unlimited PTO
Company HQ
Potrero Hill, San Francisco, CA
Leadership
Alamin Uddin
(CEO)Studied Biochemistry at the City College of New York.
Waleed Asif
(Co-Founder & CTO)Studied Computer Science at the City College of New York.
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