Customer Service Specialist

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. From MRIs to tests for TBIs, our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

We’re looking for a Customer Service Specialist at an exciting time - we’ve successfully launched multiple platforms and products, raised over $70m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY.

WHAT YOU WILL BE GETTING INVOLVED IN:

As a Customer Service Specialist, you will serve as the key liaison between our organization and patients, providers, and attorneys. Your main priority will be to maintain clear, professional and empathetic communication while ensuring a high sense of urgency on updates for patient appointments, scan reports, and related documentation. We’re searching for someone who is highly detail-oriented, always puts the customer first, and thrives in managing multiple communication channels efficiently.

As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

• Provide detailed updates to providers and attorneys on patients regarding appointment scheduling, confirmations, and rescheduling statuses across their journey.  
• Schedule appointments for patients as required
• Ensure timely follow-ups with patients to minimize no-shows and handle any escalations.

• Coordinate the timely delivery of scan reports, imaging records, and lien forms to attorneys.
• Serve as the primary contact for attorney and provider inquiries, ensuring accuracy and professionalism in all interactions.

• Manage and prioritize communications across phone, email, and text, ensuring prompt and accurate responses.
• Update and maintain accurate records of all interactions in our internal database and other communication tools such as Slack and email.
• Work closely with sales, scheduling, interops, and AR teams to resolve issues and provide seamless service.

• Adhere to and exceed, service-level agreements (SLAs) for response times and follow-ups.
• Document and escalate recurring issues to the management team and propose and implement process improvements across every interaction.

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE

• Build strong relationships with patients, providers, and attorneys by ensuring all communication (calls, emails, and texts) is clear, professional, and timely.

• Implement effective follow-up strategies to decrease patient no-show rates by at least 10%.
• Become highly proficient in all communication tools (e.g., Front, Dialpad) and scheduling systems to streamline workflows.

• Handle the delivery of appointment details, imaging reports, and lien forms to customers with 98%+ accuracy.

• Collaborate effectively with internal teams (e.g., scheduling, interops, sales) to resolve issues and improve overall workflows.

WHAT YOU MIGHT BRING TO THE TABLE:

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

• You have excelled in a fast-paced customer service or communications role, ideally in a healthcare or legal environment.
• You are an excellent communicator, and can effectively communicate across various platforms (phone, email, chat) with patients, providers, and attorneys.
• You have an eye for detail and ensure accuracy in all communications and documentation.
• You proactively identify issues and collaborate with cross-functional teams to implement solutions
• You have a self-starter mentality and can effectively manage multiple tasks and priorities to meet deadlines and SLAs.
• You have experience using CRM systems, scheduling software, telephony platforms (e.g., Dialpad), and other communication tools.

HOW WE WILL INTERVIEW YOU:

We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

1. Introductory call/interview with Sam, our Senior Talent Partner. The call is via telephone and will last around 30 minutes.
2. Should it feel like there is an initial fit for all, we will invite you to an in-person interview with our VP of Operations and one of our Operations Leaders.
3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible.
4. Offer!

BENEFITS:

We go beyond the basics with our benefits package. Here’s what you can expect from us:

• Salary range of $50,000 - $55,000
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!