Job detail for Customer Success Associate

Petal is a Canadian leader specializing in healthcare orchestration and medical billing, revolutionizing healthcare systems to make them agile, efficient, and resilient by facilitating management through advanced analytics and informed insights.

The Xacte division offers an innovative medical billing solution, allowing healthcare professionals, medical clinics, and billing agency partners to leverage a distinctive synergy of expertise and technology.

Our commitment to promoting an exceptional corporate culture has earned us notable recognition, including being named a Great Place to Work in the technology and healthcare sectors. Join us in our mission to empower healthcare innovators and help improve the healthcare system in a different way.

Why this role is interesting

As a Customer Success Associate, you will primarily support physicians through the various situations that may arise throughout their journey with Xacte.

Changes to service plans, maternity leave or work stoppages, incorporation, adding a user, requests from an accounting firm, or questions related to a subscription: the requests are varied and no two days are the same. Your role will be to understand the need, find the right information, and ensure rigorous follow-up until resolution.

You will evolve in a role that combines customer service, coordination, and administrative tasks, with a wide variety of files to manage simultaneously. You will work in close collaboration with an experienced colleague who will support you in your learning of the role and the Xacte platform.

In this role, you will be expected to:

• Respond to customer requests and ensure professional and rigorous follow-up throughout their journey with Xacte;

• Manage requests related to service plan changes, particularly during leaves, work stoppages, retirements, or changes in a physician's practice;

• Process requests related to client incorporation and collaborate with accounting firms when necessary;

• Create and modify accounts as well as access for different users, including physicians, secretaries, and administrators;

• Perform various configurations in the Xacte platform according to client needs;

• Answer questions regarding subscriptions and service plans;

• Prepare forms, documents, and reports based on requests received;

• Manage and follow up on the referral program;

• Collaborate with various internal teams to route requests to the right place and ensure their resolution;

• Manage multiple requests and files simultaneously, while adapting your priorities according to client needs;

• Contribute to the continuous improvement of the Customer Success team's processes.

What we are looking for

You could be the person we are looking for if you:

• Have experience in a role combining customer service and administrative tasks, for example in administrative support, coordination, professional services, or a similar environment;

• Are comfortable managing multiple requests and files in parallel and switching quickly from one task to another;

• Demonstrate rigor and an excellent sense of organization in your follow-ups;

• Have a real customer orientation and know how to communicate clearly, professionally, and courteously;

• Demonstrate autonomy, initiative, and curiosity to seek out the necessary information when a situation is new;

• Are comfortable with computer tools and capable of quickly learning new platforms;

• Know how to prioritize your work and adapt when urgent requests change your day;

• Possess an excellent command of French, both oral and written;

• Possess a functional to intermediate level of English, particularly in writing, in order to be able to respond to requests from certain English-speaking clients.

The role is offered primarily as remote work, with occasional presence at the office and more frequent presence during the first few weeks of training. Comprehensive training and support are provided to familiarize you with the Xacte platform, the various service plans, and the team's processes.

Why join Petal

• A concrete role with a direct impact on the experience of physicians across Quebec;

• A varied daily routine where requests and client situations are constantly evolving;

• An environment where mutual aid and respect are part of daily life;

• An experienced and accessible team that will support you in your learning;

• Evolving tools and processes;

• A growing company in the healthcare sector.

What we offer

• 4 to 6 weeks of vacation per year;

• 5 paid personal days per year;

• A group RRSP / DPSP plan with employer contribution;

• Modular group insurance, from your first day;

• An annual wellness allowance of $250;

• Access to the Lumino Health™ telemedicine application;

• A recurring allowance for remote or hybrid work. In our opinion, a company cannot claim to be modern, innovative, and concerned about the well-being of its team without integrating remote work as long as its business model allows it.

Petal is committed to employment equity and encourages applications from groups, including women, Indigenous people, people with disabilities, and visible minorities. Accommodation measures are available upon request throughout the recruitment process.

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