Remo

Customer Success Manager

• Guide families through the onboarding process, ensuring they feel supported from day one.
• Manage referral intake by uploading documentation and maintaining proactive communication with our patient-caregiver dyads.
• Serve as a responsive liaison through phone and email, collaborating across departments to elevate the overall member experience.
• Provide product support / scheduling support to our members via phone call and email, with the potential need of rotating weekend coverage.
• Address any questions or concerns from our dyads and appropriately follow up or escalate to the appropriate teams.
• Provide dyad feedback to the Clinical, Product and Growth teams to help develop strategic improvements to the member experience.
• Creates informational materials for our members as needed.
• Clearly communicates who we are, what we do and how we help the dyad.
• Help dyads enroll on our platform.
• Communicate our sign up process over the phone.
• Schedule initial visits.
• Accurately documenting in our EMR & CRM.
• Build strong rapport and trust with the dyads we serve, delivering an experience of “__Unreasonable Hospitality__” from the very first interaction they have with us.
• Comfortable following talking points while authentically connecting to our dyads and the families we will serve.
• Stay accountable against monthly enrollment targets.
• Other job duties as required

Customer Success Specialist, Bilingual English and Spanish