Customer Success Specialist FTE (Bilingual English and Spanish) PST /MST Based

About the role

Reporting directly to our Senior Director of Clinical Operations, you’ll be the first touchpoint for families navigating dementia care, helping them enroll in our program and get the support they need. You’ll play a critical role in setting the tone for their experience with Remo, offering warmth, clarity, and guidance at a time when they need it most.

Responsibilities

• 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.
• Create informational materials for our members as needed.
• Clearly communicate 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 document in our EMR & CRMBuild 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.

Requirements

You may be a good fit if you reside in PT or MT time zones. Have at least four years of healthcare related customer service experience. Are bilingual (English and Spanish). Are deeply curious about what makes people tick and passionate about connecting with them in authentic, meaningful ways. Are highly empathetic with strong active listening skills. Have strong interpersonal skills and are the type of person who could spend hours talking to others on the phone. Have meticulous organizational skills; attention to detail matters a lot to you. Have healthcare Customer Service experience. Have worked in environments where you had to hit weekly/monthly goals. Have experience enrolling patients into a digital health program and scheduling their appointments. Have conflict resolution experience. Have experience identifying customer objections.

Qualifications

Medical: 100% Company-paid medical premiums for you and your dependents with HSA options Dental and vision plans (50% company-paid premium on employee’s dental plan)

Financial: 100% 401(k) match of up to 4% $80 / month stipend for cell and wifi

Time Off: 20 days of PTO and 11 paid holidays 5 days sick leave 16 weeks fully paid parental leave for birthing parents and 8 weeks for non-birthing parents Bereavement leave and pregnancy loss leave

Opt-In Ancillary Options: Short-term and long-term disability insurance Life insurance Critical illness, accident, and hospital indemnity insurance Pet insurance Legal advice

Benefits

Remo aims to reduce health inequities by improving access to affordable, high-quality dementia care. Embracing diversity and equal opportunity are core to that mission--these principles shape our culture, the products we build, and the services we deliver. We celebrate a variety of backgrounds, perspectives, and skills, reflecting the diversity of the caregivers and patients we serve.