Client Solutions Specialist (Spanish)

Client Solutions Specialist (Spanish)

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

• Respond promptly and professionally to incoming support tickets, providing accurate answers, resolving issues, and escalating complex matters when appropriate.
• Support patients and key stakeholders in Spanish and English through written communications and phone conversations, ensuring information is clear, helpful, and accessible.
• Deliver a compassionate, patient-centered support experience that helps individuals feel understood, reassured, and informed about their care journey.
• Work closely with clinical team members and other stakeholders to resolve questions efficiently, communicate updates, and maintain continuity of care.
• Accurately document patient interactions, actions taken, and issue resolutions so colleagues have the context needed for effective follow-up.
• Maintain high customer satisfaction standards by responding attentively, communicating clearly, and following through on outstanding questions or concerns.
• Identify recurring patient pain points, support queue improvements, and flag process bottlenecks to help prevent repeated issues.
• Follow established standard operating procedures, privacy requirements, and applicable healthcare compliance practices in every interaction.
• Keep team leads informed of progress, blockers, and emerging issues, providing timely updates and collaborating with colleagues to share knowledge.
• Help create and update standard operating procedures, help center articles, response templates, and support macros to improve consistency and efficiency.
• 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

• Fluency in both written and spoken Spanish is essential, alongside the ability to communicate effectively in English.
• High school diploma or equivalent required. A post-secondary degree or relevant certification is considered an asset.
• At least 1 year of experience in customer service, client support, or a related role.
• Strong written and verbal communication skills, with the ability to explain information clearly and interact professionally with patients, clinical teams, and colleagues.
• Strong judgment and analytical thinking, with a willingness to learn, investigate issues, and identify appropriate solutions or escalation paths.
• A thoughtful, patient-centered approach that prioritizes respectful communication, understanding, and a positive support experience.
• Ability to work effectively in a fast-paced, evolving environment while managing multiple inquiries and maintaining attention to detail.
• Reliable follow-through, accurate documentation, and the ability to manage responsibilities while keeping team members informed.
• Willingness to collaborate with colleagues, share insights, contribute to team initiatives, and support continuous improvement.
• Comfort learning digital tools and technology-based workflows. Experience with help-desk platforms such as Zendesk or similar systems is valuable.
• Basic knowledge of healthcare and technology concepts, previous technical support experience, and experience working in a startup or distributed team environment.
• 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.
• 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

• Annual base salary of CAD $52,000$56,000, depending on relevant experience, qualifications, skills, and market conditions.
• A remote-first working environment open to eligible candidates across Canada.
• 20 vacation days annually, along with 8 health and sick days.
• A company-wide winter closure to support rest and time away from work.
• Medical, dental, and vision benefits starting on the first day of employment, with 100% of premiums covered and dependent coverage available.
• Extended mental health coverage to support employee well-being.
• CAD $20,000 in lifetime coverage for gender-affirming care and procedures in Canada.
• An annual CAD $500 learning fund for courses and other development opportunities.
• A dedicated People Potential program that supports employees in identifying development opportunities and working toward their professional goals in partnership with their manager.
• The opportunity to contribute to more accessible, inclusive, and compassionate healthcare for underserved communities.
• A supportive environment that values authenticity, belonging, collaboration, and respect for diverse backgrounds and experiences.
• Opportunities to build relationships with colleagues in a collaborative workplace that balances meaningful work with a positive team culture.