Client Solutions Specialist (Spanish)

Accountabilities

• Patient and Client Support:Respond promptly and professionally to incoming support tickets, providing accurate answers, resolving issues, and escalating complex matters when appropriate.

• Bilingual Communication:Support patients and key stakeholders in Spanish and English through written communications and phone conversations, ensuring information is clear, helpful, and accessible.

• Patient Experience:Deliver a compassionate, patient-centered support experience that helps individuals feel understood, reassured, and informed about their care journey.

• Cross-Functional Coordination:Work closely with clinical team members and other stakeholders to resolve questions efficiently, communicate updates, and maintain continuity of care.

• Documentation and Recordkeeping:Accurately document patient interactions, actions taken, and issue resolutions so colleagues have the context needed for effective follow-up.

• Service Quality:Maintain high customer satisfaction standards by responding attentively, communicating clearly, and following through on outstanding questions or concerns.

• Process and Workflow Improvement:Identify recurring patient pain points, support queue improvements, and flag process bottlenecks to help prevent repeated issues.

• Compliance and Standard Procedures:Follow established standard operating procedures, privacy requirements, and applicable healthcare compliance practices in every interaction.

• Team Communication:Keep team leads informed of progress, blockers, and emerging issues, providing timely updates and collaborating with colleagues to share knowledge.

• Knowledge Base Development:Help create and update standard operating procedures, help center articles, response templates, and support macros to improve consistency and efficiency.

• Team Initiatives and Training:Contribute to process improvements and other team projects with guidance from the Team Lead, while participating in training to strengthen knowledge of services and support practices.

Requirements

• Language Proficiency:Fluency in both written and spoken Spanish is essential, alongside the ability to communicate effectively in English.

• Education:High school diploma or equivalent required. A post-secondary degree or relevant certification is considered an asset.

• Customer Service Experience:At least 1 year of experience in customer service, client support, or a related role.

• Communication Skills:Strong written and verbal communication skills, with the ability to explain information clearly and interact professionally with patients, clinical teams, and colleagues.

• Problem-Solving:Strong judgment and analytical thinking, with a willingness to learn, investigate issues, and identify appropriate solutions or escalation paths.

• Empathy and Patient Focus:A thoughtful, patient-centered approach that prioritizes respectful communication, understanding, and a positive support experience.

• Adaptability:Ability to work effectively in a fast-paced, evolving environment while managing multiple inquiries and maintaining attention to detail.

• Organization and Accountability:Reliable follow-through, accurate documentation, and the ability to manage responsibilities while keeping team members informed.

• Teamwork:Willingness to collaborate with colleagues, share insights, contribute to team initiatives, and support continuous improvement.

• Technical Aptitude:Comfort learning digital tools and technology-based workflows. Experience with help-desk platforms such as Zendesk or similar systems is valuable.

• Additional Assets:Basic knowledge of healthcare and technology concepts, previous technical support experience, and experience working in a startup or distributed team environment.

• Location and Availability:Must be legally authorized to work in Canada and able to work remotely on a Monday-to-Friday schedule from 9:00 a.m. to 5:00 p.m. Mountain Time.

• Schedule Flexibility:Willingness to provide occasional additional coverage, including some statutory holidays and weekend shifts, based on patient support needs. Time off in lieu is provided for additional hours.

Benefits

• Compensation:Annual base salary of CAD $52,000–$56,000, depending on relevant experience, qualifications, skills, and market conditions.

• Remote Work:A remote-first working environment open to eligible candidates across Canada.

• Paid Time Off:20 vacation days annually, along with 8 health and sick days.

• Annual Winter Break:A company-wide winter closure to support rest and time away from work.

• Comprehensive Healthcare Coverage:Medical, dental, and vision benefits starting on the first day of employment, with 100% of premiums covered and dependent coverage available.

• Mental Health Support:Extended mental health coverage to support employee well-being.

• Gender-Affirming Care:CAD $20,000 in lifetime coverage for gender-affirming care and procedures in Canada.

• Professional Development:An annual CAD $500 learning fund for courses and other development opportunities.

• Career Growth:A dedicated People Potential program that supports employees in identifying development opportunities and working toward their professional goals in partnership with their manager.

• Meaningful Work:The opportunity to contribute to more accessible, inclusive, and compassionate healthcare for underserved communities.

• Inclusive Culture:A supportive environment that values authenticity, belonging, collaboration, and respect for diverse backgrounds and experiences.

• Team Connection:Opportunities to build relationships with colleagues in a collaborative workplace that balances meaningful work with a positive team culture.