Bilingual Customer Experience Specialist
Top Benefits
About the role
Job Description – Customer Experience Specialist
Location: Hybrid-Remote/in Office
Language Requirement: Must be bilingual (English/French)
About HealthHub:
HealthHub Patient Engagement Solutions is a leading Canadian technology company dedicated to transforming the healthcare experience through innovative digital solutions. Our flagship products include integrated bedside terminals (IBTs) and our proprietary myHealthHub operating system — a comprehensive platform designed to support healthcare professionals and enhance patient care.
Our current suite of applications includes Bedside Charting, Meal Ordering, Video Chat, and Entertainment — with many more in development. With over 1 million patients benefiting from our solutions each year, we’re just getting started. Join us as we continue to shape the future of healthcare engagement across Canada.
About the Role:
As a Customer Experience Specialist, you will play a vital role in advancing HealthHub’s mission to deliver patient-centered care through outstanding service and support. This position is ideal for someone who is proactive, empathetic, and eager to grow within a fast-paced, mission-driven organization. You will be instrumental in managing customer relationships, enhancing patient satisfaction, and driving continuous improvement in the overall healthcare experience.
This role offers significant learning and leadership development opportunities with a pathway to more senior positions within the organization.
Key Responsibilities:
- Provide Exceptional Frontline Support
- Respond promptly to patient and hospital staff inquiries via phone, email, social media, and web-based platforms.
- Manage incoming requests submitted through the call center and online forms, ensuring timely resolution.
- Deliver outstanding service that meets or exceeds defined KPIs and quality standards, with performance incentives tied to results.
- Maintain an in-depth understanding of HealthHub products, services, and policies.
- Proactively reach out to patients to troubleshoot issues and ensure their concerns are fully addressed.
- Drive Process Improvements & Customer Experience Innovation
- Analyze feedback from patients and hospital staff to identify service gaps and opportunities for improvement.
- Collaborate with cross-functional teams to implement enhancements based on customer insights.
- Encourage and monitor CSAT (Customer Satisfaction) survey submissions to inform performance improvement strategies.
- Share learnings and best practices across teams to ensure consistent, high-quality customer experiences.
About Genesis Global Group
At Genesis Global Group, we push boundaries across multiple industries to provide businesses and individuals with insights and services rooted in innovation and uncompromising quality.
Genesis Global Group is a privately held collection of vertically integrated domestic and international companies that delivers deep expertise, objective solutions, customized products and unparalleled service spanning the sectors of biotechnology, health care, manufacturing, real estate, and hospitality.
At Genesis Global Group, our purpose is to build a better and healthier world for people everywhere. To do so, we push boundaries across multiple industries to provide businesses and individuals with insights and services rooted in innovation and uncompromising quality.
We credit our success in diverse markets around the world to our core values of Genuine interest, Empathy, Neoteric thinking, Efficiency, Steadfast accountability, Integrity, and Service. These principles define us and embody all that we do.
Bilingual Customer Experience Specialist
Top Benefits
About the role
Job Description – Customer Experience Specialist
Location: Hybrid-Remote/in Office
Language Requirement: Must be bilingual (English/French)
About HealthHub:
HealthHub Patient Engagement Solutions is a leading Canadian technology company dedicated to transforming the healthcare experience through innovative digital solutions. Our flagship products include integrated bedside terminals (IBTs) and our proprietary myHealthHub operating system — a comprehensive platform designed to support healthcare professionals and enhance patient care.
Our current suite of applications includes Bedside Charting, Meal Ordering, Video Chat, and Entertainment — with many more in development. With over 1 million patients benefiting from our solutions each year, we’re just getting started. Join us as we continue to shape the future of healthcare engagement across Canada.
About the Role:
As a Customer Experience Specialist, you will play a vital role in advancing HealthHub’s mission to deliver patient-centered care through outstanding service and support. This position is ideal for someone who is proactive, empathetic, and eager to grow within a fast-paced, mission-driven organization. You will be instrumental in managing customer relationships, enhancing patient satisfaction, and driving continuous improvement in the overall healthcare experience.
This role offers significant learning and leadership development opportunities with a pathway to more senior positions within the organization.
Key Responsibilities:
- Provide Exceptional Frontline Support
- Respond promptly to patient and hospital staff inquiries via phone, email, social media, and web-based platforms.
- Manage incoming requests submitted through the call center and online forms, ensuring timely resolution.
- Deliver outstanding service that meets or exceeds defined KPIs and quality standards, with performance incentives tied to results.
- Maintain an in-depth understanding of HealthHub products, services, and policies.
- Proactively reach out to patients to troubleshoot issues and ensure their concerns are fully addressed.
- Drive Process Improvements & Customer Experience Innovation
- Analyze feedback from patients and hospital staff to identify service gaps and opportunities for improvement.
- Collaborate with cross-functional teams to implement enhancements based on customer insights.
- Encourage and monitor CSAT (Customer Satisfaction) survey submissions to inform performance improvement strategies.
- Share learnings and best practices across teams to ensure consistent, high-quality customer experiences.
About Genesis Global Group
At Genesis Global Group, we push boundaries across multiple industries to provide businesses and individuals with insights and services rooted in innovation and uncompromising quality.
Genesis Global Group is a privately held collection of vertically integrated domestic and international companies that delivers deep expertise, objective solutions, customized products and unparalleled service spanning the sectors of biotechnology, health care, manufacturing, real estate, and hospitality.
At Genesis Global Group, our purpose is to build a better and healthier world for people everywhere. To do so, we push boundaries across multiple industries to provide businesses and individuals with insights and services rooted in innovation and uncompromising quality.
We credit our success in diverse markets around the world to our core values of Genuine interest, Empathy, Neoteric thinking, Efficiency, Steadfast accountability, Integrity, and Service. These principles define us and embody all that we do.