Medical Coordinator and Support Specialist

We are a team of clinicians, software developers, designers and other professionals creating a digital treatment for one of the world's most common treatments: osteoarthritis (OA) and joint pain. Our platform connects patients with trained physiotherapists, and gives them access to education and an individualized daily schedule of exercises. Everything we do is based on world-class science, and the effectiveness of our treatment has been validated by several peer-reviewed studies. Joint Academy fundamentally changes treatment by delivering an evidence-based, scalable and cost-effective online solution.
We’re looking for a structured and positive individual to join our Operations team to manage and develop the customer-support and administrative processes in the patient life-cycle.
The ideal candidate holds a license as a medical professional and possesses a technical interest and ideally customer success experience within the healthcare space. We’re looking for you who are professional and excited to improve healthcare and work on the front lines every day as a trusted adviser for our patients and other stakeholders - maintaining an excellent reception with contacts to Joint Academy.
About the role
In your role as Medical Coordinator and Support Specialist you will be working on securing a high patient satisfaction, as you will be on the front lines every day as a trusted technical advisor for our patients. You are working both collaboratively and independently to ensure you are creating the best support experience for our patients to achieve high customer satisfaction.
You are comfortable working in a fast-paced environment and comfortable working in an administrative role utilizing different tools to provide and ensure professional communication and support to our patients. You are responsible to ensure a high customer satisfaction, response time and quality.
Key areas of this role
Ensure a high patient satisfaction by assisting our patients with technical support related to the treatment
First line of support for patients (mail, phone, messenger etc) and supporting our physical therapists in patient-specific or technical errands
Support for incoming queries on social channels, such as Facebook
Develop and coordinate patient related administration (partnerships and billing)
Develop and quality assure our support function
Develop insight and summarize patient statics and feedback and spread knowledge to stakeholders
Cross-coordinate and knowledge share with other teams
Support in medical Quality Management Work, processes and routines.

Who are you?
You have a technical interest and hold experience from the healthcare market. You possess excellent judgement skills, have a high level of attention to details and are passionate about providing the best support for our patients. Likewise, you enjoy troubleshooting and communicating using digital tools and are comfortable working in an administrative/supportive role. You are confident and clear in communicating over phone and supporting different stakeholders.
To succeed in the role you need to:
be comfortable working independently and effectively
be comfortable working with different digital tools
be pragmatic, responsible and structured in your way of working
have a desire to create an industry leading patient experience and support
be comfortable working remotely and independently
be proactive and have a positive approach and ability to get things done- You are collaborate by nature with great attention to detail
have profound skills in both writing and speaking in both Swedish and in English

Requirements
At least 3 years of experience in an administrative role. Merit if providing patient and customer support at scale
Comfortable and experienced in providing optimal support utilizing chat, email support tickets and phone calls
Experienced in analyzing and reporting support trends
Proactive and have a positive approach - ability to get things done
A plus if prior experience from the healthcare and medical processes
A plus if prior experience working in CRM tools, such as SalesForce

Benefits
You will work with something meaningful and a product that has a positive impact on many people's lives globally
You will have the opportunity to work with a unique mix of people with different expertise, including leading academic scientists, medical professionals and experienced product developers
30 days paid vacation
Pension and insurance package
Flexible working hours
Wellness contribution and workout during working hours
Yearly Volunteering Day to spend on a non profit organisation
Work from a modern office, fully remote or a hybrid of the two. As of now, we have our main office in Malmö (40+ ppl) and one in Stockholm (~10 ppl). As we grow, we may be able to offer additional offices or co-working spaces in other cities as well.