Client Solutions Specialist (Spanish)

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Client Solutions Specialist (Spanish) based in Canada.** The Client Solutions Specialist will be a key point of contact for patients and stakeholders, delivering compassionate, responsive, and reliable support within a mission-driven healthcare technology environment. In this role, you will help individuals navigate their care journey by answering questions, resolving concerns, and ensuring they feel heard, informed, and confident about their next steps. You will communicate with patients in both Spanish and English, collaborating closely with clinical colleagues and internal teams to provide a seamless support experience. Beyond resolving individual inquiries, you will identify recurring challenges and contribute to improvements in workflows, documentation, and support resources. This opportunity is ideal for a customer-focused professional who combines empathy, strong communication, and practical problem-solving skills. The position is fully remote across Canada, with a consistent weekday schedule and opportunities to contribute to more accessible and inclusive healthcare. ### 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.