会员体验专员 - 菲律宾
Member Experience Specialist - The Philippines
关于 Carda
康复很痛苦。以至于只有10%的符合心脏和肺部疾病条件的患者会参加。在 Carda Health，我们重新构想了康复。我们的项目让患者可以远程完成鼓舞人心、便捷、挽救生命的治疗。
我们是谁？
我们是一支由临床医生、数据科学家、数学家和多次创业者的团队。还有一些正在康复的金融从业者。我们相信，当技术与数据应用于正确的问题时，可以改变人们的生活，甚至改变最根深蒂固的行业。Carda 由 Harry 和 Andrew 创立，他们是来自沃顿商学院的朋友，有着心脏病家族史，并且经历过医疗资源获取困难的经历。我们现在与美国一些最大、排名最高的医院以及最具创新精神的保险公司合作。我们很幸运得到了业内最好的投资者的支持，他们也投资过 Livongo、Hinge、Calm、MDLive 等公司。
你是谁？
你被快速发展的初创公司的动态环境所激励。你注重细节，同时能够将任务与更广泛的公司目标对齐，致力于提升运营效率并扩大可及的变革性治疗。你的显著特点是责任感，驱使你解决低效问题并取得成果。你擅长协作和沟通，在团队管理和跨职能项目中表现出色，能够迅速有效地达成目标。
职位概述：
会员体验专员是 Carda Health 患者的首要支持人员。在这个职位上，你将引导患者从注册到他们的第一次临床会诊，确保一个顺畅且友好的体验。职责包括协调预约、解决技术问题，并提供持续支持以保持患者在整个护理过程中的参与度。这个职位结合了患者倡导、运营卓越和强大的沟通能力，以提供无缝的会员体验。
主要职责：
患者入组与支持
- 欢迎新患者并确认护理包和设备的送达。
- 协助首次远程医疗就诊并进行护理包讲解。
- 引导患者进行设备设置和 Carda Health 应用程序的使用。
- 提供清晰的指导和持续支持，确保患者对技术和项目参与感到舒适。
远程医疗流程管理
- 管理远程医疗预约的签到和签出流程。
- 协调与临床团队的沟通，确保患者按时参加会诊。
查看英文原文
About Carda
Rehab is a pain. So much so that only 10% of qualifying Cardiac and Pulmonary patients attend. At Carda Health, we’ve reimagined rehab. Our program allows patients to complete inspiring, convenient, life-saving therapy remotely.
Who are we?
We are a team of clinicians, data scientists, mathematicians and repeat entrepreneurs. And a few recovering financiers. Our belief is that technology and data, when applied to the right problem, transforms people’s lives and changes even the most entrenched industries. Carda was founded by Harry and Andrew, two friends from Wharton who share a family history of heart disease and experience with poor access to care. We now work with some of America’s largest and top-ranked hospitals and most innovative insurers. We are fortunate to be backed by some of the best investors in the business who have also backed the likes of Livongo, Hinge, Calm, MDLive, and others.
Who are you?
You're energized by the dynamic environment of a rapidly growing startup. Detail-oriented yet capable of aligning tasks with broader company objectives, you're dedicated to enhancing operational efficiency and expanding access to transformative therapies. Your hallmark trait is ownership, driving you to rectify inefficiencies and drive results. Adept at collaboration and communication, you excel in both team management and cross-functional initiatives, achieving outcomes swiftly and effectively.
Position Overview:
The Member Experience Specialist is the first line of support for Carda Health patients. In this role, you will guide patients from enrollment through their first clinical session, ensuring a smooth and welcoming experience. Responsibilities include coordinating appointments, troubleshooting technology issues, and providing ongoing support to keep patients engaged throughout their care. This position blends patient advocacy, operational excellence, and strong communication to deliver a seamless member experience.
Key Responsibilities:
Patient Onboarding & Support
- Welcome new patients and confirm delivery of care packages and equipment.
- Facilitate initial telehealth visits and conduct care package walkthroughs.
- Guide patients through device setup and navigation of the Carda Health app.
- Provide clear instructions and ongoing support to ensure patient comfort with technology and program participation.
Telehealth Workflow Management
- Manage check-in and check-out processes for telehealth appointments.
- Coordinate with providers and internal teams to ensure smooth appointment flow and follow-up.
Communication & Advocacy
- Serve as part of the frontline support team for patients, answering questions and resolving issues with empathy and efficiency.
- Keep patients engaged, motivated, and informed throughout their care journey.
Operational Excellence
- Accurately document all patient interactions in Salesforce and related systems.
- Track care package deliveries, referrals, and enrollment statuses to ensure no patient is left behind.
- Collaborate with clinical, growth, and operations teams to address patient needs and improve workflows.
What we look for:
- 1–3 years of experience in healthcare support, customer success, or another patient-facing role (Telehealth experience preferred).
- Strong communication skills, with an ability to connect effectively with older adult populations (65+).
- Comfortable with technology and able to quickly learn new software (experience with Salesforce, EHR, or CRM systems are a plus).
- Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
- Empathetic, patient-focused, and passionate about improving healthcare access and outcomes.
Nice to Haves:
- Sales or Retention Experience: Background in customer success, inside sales, or patient retention to help address common objections and keep patients engaged in their care program.
- Objection Handling Skills: Ability to listen empathetically, reframe concerns, and guide patients toward staying in the program by reinforcing value and trust.
- Experience with Older Adult Populations (65+): Comfort working with seniors, understanding their typical questions, concerns, and hesitations, and tailoring communication styles accordingly.
- Motivational Communication: Skilled at encouraging patients to overcome resistance to technology, remote care, or ongoing participation.
- Problem-Solving Mindset: Demonstrated ability to anticipate patient concerns (cost, technology, time commitment) and proactively provide solutions.
- Healthcare or Insurance Knowledge: Familiarity with Medicare/insurance basics to answer common patient questions and reduce confusion around coverage.
- Confidentiality: Understanding of HIPAA and patient privacy regulations.
Why Join Carda Health?
- Be part of a mission-driven company dedicated to improving lives for patients with chronic conditions.
- Fully remote role with a supportive and collaborative team culture.
- Opportunity to grow and develop within a rapidly scaling healthcare startup.
- Competitive compensation and benefits package.
Originally posted on Himalayas