Client Solutions Specialist (Spanish)

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.