Therapy Support Specialist - Remote

Overview

The Therapy Support Specialist is responsible for troubleshooting technical issues faced by therapists, educating them on platform usage, and assisting with inquiries to ensure a smooth operational flow.

In Short

• Troubleshoot technical issues faced by therapists via email, collaborating with the tech team.
• Educate therapists on platform usage to streamline administrative tasks.
• Assist in answering inquiries from potential therapists, including direct calls, as part of growth strategy.
• Aid in onboarding new therapists and ensuring quality standards are maintained.
• Process bookings from an online platform or receptionist, ensuring quality standards and timelines are met.
• Provide guidance to users during the booking process, recommending suitable therapist types.
• Offer assistance and resources to users experiencing access issues or technical difficulties.
• Escalate complex inquiries to the Clinical team for case management.
• Address various queries through chat, calls, and email.
• Determine user error versus product bugs, providing education and escalation when necessary.
• Relay therapist and user feedback to the product team for platform improvement.
• Maintain compliant case management documentation and privacy protection.
• Assist in internal and client therapy data reporting for Senior Therapy Support officers and Operations Lead.

Requirements

• Strong communication skills.
• Experience in customer service or technical support.
• Ability to work collaboratively with a tech team.
• Familiarity with case management processes.
• Detail-oriented with strong organizational skills.

Benefits

• Opportunity to work remotely.
• Collaborative work environment.
• Professional development opportunities.
• Flexible working hours.