Customer Service

Your mission (responsibilities):

Further Group is a fast growing and dynamic company at the forefront of innovation, leveraging cutting edge technology and a deep understanding of the healthcare sector to deliver turnkey solutions for the treatment of serious medical conditions. Our company works with insurers, large employers and affinity organizations worldwide, to accelerate consumer access to the best treatment choices. As the global leader in our field, we are seeking a highly experienced and dynamic individual to join the Customer Service team.

This is an open vacancy in case you want to apply but there is no specific open position. As a growing company, we are always willing to increase our Customer Service Team. The ideal candidates will have a previous customer service experience or exposure of working in a healthcare setting. Working as a Customer Service at Further Group, you will assess, plan, implement, monitor and evaluate actions required to provide the best remote support to the patient prior, during and after their virtual care journey.

Main Responsibilities:

• Provide support to incoming cases (enquiries, claims, etc) according to internal procedures and communications standards
• Support the insured member to understand the clinical journey and organize the treatment recommendation in alignment with the Specialists and Health Care Providers
• Provide support to Claimants and Clients via chat, phone, email, digital platforms or other
• Coordinate Customer Service enquiries on the Digital platform including providing virtual access to the best specialists and healthcare providers in a timely and effective manner
• Be patient’s navigator throughout their virtual care journey
• Monitor users’ activity
• Play an active role in constant development of the digital platform and its tools by providing feedback from the first line of interaction with users
• Build and maintain relationships with healthcare providers and account admins
• Be the point of contact with healthcare providers and medical secretaries
• Onboard new healthcare providers onto the platform
• Provide training on platform functionalities to account admins and medical secretaries
• Effectively respond to ad-hoc requests from healthcare professionals and patients

• Excellent written and verbal communications skills in English (native or high proficiency) and another European language, as preferred:
  Slovenian, Russian, Bulgarian or Polish
• 2 years of professional experience in a similar role, ideally with Customer Service and/or Healthcare experience and/or Insurance experience
• Strong interpersonal skills
• Problem-solving skills
• Ability to multitask and adapt to the dynamic working environment
• Understanding of the customer operations processes
• Passion for medtech/digital healthcare
• Appetite to go for an extra-mile
• Exposure of working with digital web- and mobile-based platforms is advantageous but not essential

• Competitive salary and lunch vouchers
• Critical illness insurance (treatment out-of-country at world-leading medical centres of excellence) and Private health insurance
• Career development at a growing, dynamic and engaged environment international company with objectives driven plan
• Open space office in central Madrid, close to transport hubs. With fruit, coffee, and tea at the office - On site vs Work From Home

We believe passionately that employing a diverse workforce is central to our success. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital, or disability status.