Customer Support

Customer Support Specialist Thrive Concierge

This is a remote position.

About the Company

This organization is dedicated to delivering transformative wellness programs that empower patients on their healing journeys. With a focus on compassion, organization, and empowerment, the team ensures that every individual feels cared for, supported, and fully prepared as they embark on their treatment experience. The company values professionalism, empathy, and seamless coordination, striving to provide exceptional client support from the very first interaction.

About the Role

As a Customer Support Specialist Thrive Concierge, you will be the heartbeat of client support, ensuring patients have a smooth, organized, and caring journey from the moment they join the program until they arrive for treatment. You'll work closely with the Concierge Manager, providing operational and communication support that ensures no detail is missed. This role is ideal for someone who is proactive, organized, warm in communication, and reliable in follow-through.

Responsibilities

• Support the Concierge Manager in guiding patients through their pre-arrival journey.
• Conduct weekly check-in calls with patients awaiting treatment, ensuring readiness and answering questions.
• Manage follow-up emails, text messages, and phone communications with warmth and clarity.
• Monitor and respond to patient support tickets, escalating complex cases as needed.
• Assist in scheduling and confirming patient appointments, updating Cerbo and internal trackers accurately.
• Confirm supplement shipments and provide guidance on usage and protocols.
• Support travel and lodging coordination, offering clear pre-arrival checklists.
• Maintain detailed and accurate documentation of all patient interactions.
• Ensure HIPAA compliance and uphold confidentiality standards.

Requirements

Benefits