Customer Experience Associate

Caregility is seeking a Customer Experience Associate (CXA). The role is Full-Time Exempt (salaried). This will be a remote role open to candidates within the US. Candidates must be authorized to work in the US without sponsorship.

Customer Experience Strategy & Execution

• Support the execution of Caregility’s customer experience strategy across assigned high-touch and low-touch accounts, ensuring alignment with organizational goals and healthcare industry requirements.
• Assist in improving end-to-end customer journeys by identifying friction points and supporting cross-functional initiatives that enhance consistency, reliability, and value delivery.
• Apply a tiered engagement model to ensure the appropriate level of CX support based on account size, complexity, and risk.

High-Touch Account Support

• Partner with the Director of Customer Experience to support strategic health system accounts with complex deployments or critical care use cases.
• Assist in coordinating structured success plans, onboarding activities, and ongoing adoption initiatives.
• Participate in customer touchpoints, QBRs, and executive-facing communications as needed.
• Monitor account health indicators and escalate risks proactively to the Director of Customer Experience.

Low-Touch & Scaled Account Support

• Manage scaled engagement motions for low-touch accounts, including digital communications, standardized check-ins, and usage monitoring.
• Support customer adoption and satisfaction through proactive outreach, education, and timely issue coordination.
• Identify trends across low-touch accounts to inform process improvements and proactive interventions.

Customer Insights & Advocacy

• Collect, analyze, and synthesize customer feedback through surveys, direct outreach, and internal data sources.
• Act as a voice of the customer by sharing insights with clinical, product, technology, and support teams.
• Help translate customer feedback into actionable recommendations that improve product experience and service delivery.

Metrics, Reporting & Health Monitoring

• Track key customer experience metrics such as adoption, satisfaction, escalation trends, and engagement health.
• Contribute to regular reporting and insights shared with CX leadership and executive stakeholders.
• Maintain accurate account documentation, success plans, and engagement records.
• Support documentation and standardization efforts that improve CX consistency and scalability.

Process Improvement & Compliance

• Identify recurring customer challenges and support initiatives to improve processes, workflows, and customer communications.
• Ensure customer engagement activities align with healthcare technology standards, security, and privacy requirements (including HIPAA).
• Support documentation and standardization efforts that improve CX consistency and scalability.

Cross-Functional Collaboration

• Work closely with clinical, product, technology, support, sales, and marketing teams to ensure aligned and seamless customer experiences.
• Support clear handoffs and communication between teams throughout the customer lifecycle.
• Assist in driving internal accountability around customer outcomes.

Learning & Development

• Stay informed on healthcare trends, virtual care technologies, and customer experience best practices. Continuously develop CX skills and contribute ideas to evolve Caregility’s CX operating model.

Required:

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Experience with applications like Service Now, Jira, Salesforce, Smartsheet, , Domo, etc.
• Strong communication skills (written and verbal).
• Solid analytical and problem-solving abilities.
• High emotional intelligence and customer-first mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively with cross-functional teams.
• Willingness to travel up to 25% for customer site visits and events.
• Ability to meet background check, drug testing, exclusion checks, and vendor credentialing requirements.
• May need valid U.S. driver’s license with an acceptable driving record.

Preferred:

• Experience in healthcare, healthcare IT, telehealth, or clinical environments.
• Comfort supporting interactions with executive-level stakeholders.
• Familiarity with regulated environments (HIPAA, security, privacy standards).
• Experience supporting customer success, customer experience, or account management teams.
• Valid U.S. passport (international travel as needed).

• Understanding of audio, video, web conferencing, SAAS, etc.
• Understanding of healthcare clinical applications using various technologies, including telecommunications, EMR/EHR, HL7, medical device integration, nurse call systems, secure chat, clinical decision support tools, etc.
• Demonstrated success in managing complex customer accounts and projects.

Bachelor’s degree in Business, Sociology, Psychology, Social Work, Health…