Customer Support Representative (offline)

You will assist with the following tasks: scheduling key appointments for families, maintaining communication records and managing data quality in Salesforce, creating and delegating crucial tasks for various cross-functional team members, and reporting.

What You’ll Do:
● Collaborate with Family Concierge team to ensure efficient and timely onboarding of new families, and staffing of new clinical hires
● Support Care Ops Associates with client engagement activities for families in ongoing care, such as task creation and follow-up reminders, reviews, and family-specific events
● Review and track communication in a variety of channels (Slack, Email, Phone, Text, etc.) and log within Salesforce, ZenDesk, and proprietary Sprout software
● Review and manage schedules for all clinicians across multiple geographic regions, ensuring families have quick and continuous access to care
● Work closely with Care Ops Associates to evaluate and optimize scheduling decisions across families and providers using scheduling software
● Create and manage reports to ensure optimal utilization and efficiency of scheduling services
● Manage ongoing re-scheduling needs, as a result of changes in family availability, staff availability, or ad-hoc changes, to provide the highest quality care

What You’ll Need:
● 2+ years of experience in Administrative, Data Entry, Client Support or related field
● Strong English skills (both spoken and written)
● Must be flexible and adaptable to rapid changes in the daily work environment and be resourceful in solving problems
● This position requires the ability to multi-task and have a high attention to detail
● Detail oriented and excellent written communication skills
● Previous experience with Salesforce, Google Workspace (Google docs, Google drive, Google Sheets) preferred
● Familiarity with the US HealthCare system (nice to have)

We offer:
● Remote work
● Work schedule: Mon-Fri, 16:00-24:00
● Unlimited paid time-off
● The opportunity to have an impact on performance and processes

Who We Are At Sprout Therapy:

Sprout Therapy is a tech-forward provider of pediatric therapy across the United States. We believe that families, clinicians, and insurers all deserve a better healthcare experience, so we built one.

Backed by >$30mm from General Catalyst, Felicis Ventures, Founders Fund, & others. Our mission is to provide personalized, technology-empowered care for children with autism in the environment best suited to help them grow and thrive — the home. We’re looking to rapidly grow our team with values-driven, diverse, caring professionals to help us improve autism care.

About N-iX

Sprout is a tech-forward provider of in-home and online Applied Behavior Analysis (ABA) and Speech Therapy. Our Mission is to provide highly personalized care in the environments most suited to help children with unique needs.
Sprout was founded in 2019 to fundamentally change how patients and physicians experience healthcare. We were tired of watching everyone around us — patients and physicians alike — begin to resent the healthcare experience in the United States.

Company website:
https://www.joinsprouttherapy.com/