Customer Success Associate

As a Customer Success Associate at WelbeHealth, your primary responsibilities include acting as a liaison between PACE participants and our interdisciplinary care team, ensuring effective communication, facilitating onboarding processes, and managing participant satisfaction. You'll also be involved in service recovery projects and support participants throughout their journey in our care system.

To be successful as a Customer Success Associate at WelbeHealth, you should have prior experience in healthcare and familiarity with electronic medical records (EMRs). A high school diploma or equivalent is required, while a bachelor's degree in communications or a related field is preferred. Strong organizational and customer service skills are essential, and being bilingual in Spanish is a significant advantage.

The Customer Success Associate supports participants by maintaining open communication, addressing their needs, ensuring they are satisfied with services, and facilitating interaction with care teams. This role is crucial in helping participants navigate their healthcare services and ensuring they feel supported and valued throughout their experience with WelbeHealth.

At WelbeHealth, a Customer Success Associate can expect a supportive and encouraging work environment that values compassion and teamwork. We prioritize work/life balance and foster personal and professional growth, creating a workplace culture where every team member feels valued and included.

WelbeHealth offers a competitive total rewards package for Customer Success Associates, including medical, dental, and vision coverage, a generous PTO policy, advancement opportunities, a 401k match, and other benefits. We are committed to ensuring our employees feel appreciated and supported in their roles.

When answering this question, highlight your relevant experience in healthcare, customer service, and any roles where you engaged with seniors or diverse populations. Emphasize your communication skills and your ability to work in teams to deliver outstanding care.

Demonstrate your conflict resolution skills. Start by expressing empathy and listening to the participant's concerns. Discuss potential solutions and ensure you follow up to ensure their issues have been resolved, emphasizing collaboration with your team.

Provide a specific example that showcases your organizational and project management skills. Outline the steps you took to plan, execute, and oversee the project, focusing on teamwork and outcomes to illustrate your effectiveness.

Talk about your approach to time management and prioritization. Mention using tools to track tasks, assessing urgent participant needs, and balancing customer service effectively, showing your ability to keep participants satisfied.

Identify qualities like empathy, communication skills, and a strong commitment to customer satisfaction. Explain why these traits matter in supporting seniors and ensuring they have a positive experience within the PACE program.

Describe your strategies for establishing connections with seniors, such as taking the time to listen, showing genuine interest in their stories, and adapting your communication style to their preferences to create a comfortable environment.

Share your alignment with WelbeHealth’s mission of supporting vulnerable seniors. Discuss how you appreciate the focus on compassionate care and the community-oriented approach that sets WelbeHealth apart from other healthcare providers.

Articulate the importance of clear communication in ensuring participants feel understood and valued. Highlight how effective communication with team members enhances the overall care process, leading to better outcomes for seniors.

Demonstrate your understanding of the PACE program, emphasizing its goal of providing comprehensive, coordinated care for seniors. Discuss how this model helps improve quality of life while supporting independent living for participants.

Explain your organizational techniques, such as using digital tools for task management, setting reminders for follow-ups, and constantly reviewing priorities to ensure each participant's needs are addressed promptly and efficiently.