Bloomlife: User Experience Specialist

About Bloomlife

Bloomlife is an award-winning start-up recognized for its vision to rethink prenatal care and impact the lives of families globally. We have received accolades such as Richard Branson’s Extreme Tech Challenge, J&J Quickfire Challenge Winner, and the MedTech Innovator Award. Bloomlife recently achieved FDA clearance for its prenatal wearable, moving prenatal check-ups from hospitals to the patient's home.

About the Role

You will be on the front lines, ensuring every user interaction with Bloomlife is a positive one. You will own the day-to-day interactions with our users (patients and healthcare providers) to ensure their questions are answered, problems are solved, and their voices are heard. You will champion moms, identify opportunities to delight and empower them, understand care providers' concerns, and simplify their daily work.

Responsibilities

Day-to-Day User Interactions:

• Manage daily user interactions across multiple channels (phone, text, chat, email, social) using digital communication tools to maintain a positive company image.

Patient Success:

• Respond directly to patient questions and technical assistance requests, resolving issues or escalating to product and technical teams.
• Own the patient journey from order to offboarding, ensuring a positive experience.
• Monitor patient adherence and proactively follow up on potential issues.

Provider Success:

• Respond directly to healthcare provider requests and follow up with their patients as needed.
• Establish trusted relationships with healthcare providers, ensuring a positive experience with Bloomlife.

Company Feedback & Improvement:

• Act as the 'eyes and ears' of the company, driving service and product improvements by reporting field insights to sales, marketing, and the broader team.
• Identify and nurture customer advocates, collecting user stories to showcase our value proposition.
• Uncover underlying user needs and identify opportunities for improving the end-to-end user experience and developing new products or content.
• Collect and analyze customer satisfaction data and survey results to monitor user happiness, make adjustments, and drive customer retention.

Compliance:

• Handle and report user complaints according to company standard operating procedures (SOP).

What We're Looking For (The Big Picture):

• A genuine passion for helping people.
• Empathy for the sensitive nature of pregnancy and parenthood.
• Understanding of healthcare providers' busy schedules and the opportunity to support them.
• A drive to go above and beyond to create valuable and memorable user experiences.
• Strong organizational skills, with the ability to prioritize and manage a high volume of tasks from multiple channels.
• Exceptional communication and problem-solving skills with sound judgment.
• A collaborative team player.

Qualifications (The Nitty Gritty):

• Experience in customer-facing roles within healthcare, handling Protected Health Information (PHI).
• Familiarity with CRM systems, specifically Intercom, and the ability to learn new software quickly.
• Comfortable using spreadsheets and databases.
• Experience interpreting and summarizing feedback and data to drive improvements.
• Fluency in a second language is a plus.

What We Offer:

• Join a dynamic and international team passionate about using technology for better living.
• Be an early member of a growing startup with recent successes, experiencing the excitement of startup life.
• Your work will be highly visible to company founders, directly shaping products and impacting lives.
• Opportunities for personal and career development.
• A flexible work environment and remote culture.
• This is a remote position for someone based in the USA.
• The role begins with a 20 hours/week commitment, with potential to grow to full-time within a year.