Customer Experience Associate

Description

Are you ready to make a difference? Parallel is the first tech-forward provider of care for learning and thinking differences across the United States. We believe learning differences are parallel ways of thinking that should be celebrated. Our mission is to provide students with the resources and encouragement to succeed in the classroom and beyond. To us, this means helping them build confidence in their unique strengths and create strategies to work around their weaknesses. 

Our team is growing, and we are looking for an ambitious, diligent, mission-driven, and customer-centric individual to help Parallel provide the best experience for our clients. Parallel’s mission of delivering exceptional special education services to all students who need them rests on an amazing customer care experience. And as a Care Operations Associate, you will be the driving force behind delivering an exceptional care experience for our clients. 

Who are we?

While all students have had their routines interrupted in the past year, special education students along with their parents and educators have faced uniquely complicated challenges during the pandemic. This has only heightened the need for an accessible care solution for students with learning and thinking differences. So, we built Parallel.

Parallel is on a mission to provide students with ADHD, dyslexia, and other learning or thinking differences with the resources and encouragement they need to succeed in the classroom and beyond. We bring extraordinary psycho-educational services to children, adolescents and teens, and their families - all from the comfort and privacy of home.

Parallel is the first digital health platform that offers everything a student needs to succeed, all in one place and at a fraction of the cost of traditional care providers. Our services include comprehensive psychological assessments, counseling, tutoring, medication management, occupational therapy, and speech and language therapy. With 1 in 5 students struggling with a learning or thinking difference, and with most of those families forced into a broken care system, Parallel is solving one of the most pressing problems in both the American education and healthcare system. Backed by the best venture capitalists out there, Parallel is now bringing together an incredible team of individuals to help further our mission.

Why join Parallel?

• Access leadership and growth opportunities as the Company rapidly scales
• Directly contribute to bettering the lives of students across the country
• Be part of a high performing team of critical thinkers that thrive on problem-solving
• Flexibility of working remotely but with access to co-working office space
• Read more about us at our website here and about our growth story recently covered by Forbes here! 

About the Role:

The Customer Experience Associate  will serve as a case manager and care coordinator for new families/schools and those receiving ongoing care. You will support multiple families/schools at a given time, guiding them through their care journey, starting with the scheduling of their first direct appointment, all the way to graduation from the program. You will serve as the single point of contact for all Parallel providers who serve your assigned families/schools, responsible for all operational aspects of care delivery. 

What You’ll Do

• Own and maintain relationships with families/schools and their Parallel care teams, acting as their primary point of contact on all matters related to care
• Be accountable for engagement with Parallel services by our families/schools, upholding a superior quality of care, and attaining high satisfaction scores from both families/schools and providers
• Within your market, act as primary coordinator of all cross-functional operations pertinent to your assigned families/schools
• Maintain regular, open communication with Parallel providers in your market, to proactively plan for optimum care results and problem-solve potential issues
• Ensure client satisfaction, as measured by client satisfaction scores as well as client renewal rates 
• Utilize an array of proprietary and third-party software to complete your daily tasks
• Understand and apply federal and state requirements regarding family/school confidentiality and the principles of maintaining protected health information (PHI), such as HIPAA

What You’ll Need

• Bachelor's degree or equivalent
• 2+ years of professional experience in customer service or client experience 
• Strong customer service skills and demonstrated telephone etiquette
• Detail oriented and excellent written communication skills
• Access to UPS store and ability to store and ship testing materials (e.g., booklets) on regular basis (testing materials will be provided by Parallel)
• Previous experience with contact center applications such as Husbpot and Google Workspace (Google docs, Google drive, Google Sheets)
• Basic knowledge of HIPAA compliance and privacy measures
• Previous health care experience and particularly experience working with clinical (physicians, psychologists, etc.) colleagues preferred
• Experience, knowledge or interest in pediatrics, education, behavioral health or similar field is a plus!