Customer Success Manager
Kindbody
 SoHo, NY

We’re a community of healthcare providers, fertility specialists, and women who get it. We are on a mission to reinvent women’s healthcare services, starting with egg freezing and IVF. We believe it’s time for women to learn the facts about their fertility and make their own plan through best-in-class technology, operations, clinical service, and a modern branded experience. We are NYC-based  and rapidly expanding nationally through acquisitions and de novo development. Join our experienced team of rockstars from Stanford, Mt. Sinai, One Medical, Progyny, Flatiron Health, Google, and Goldman Sachs.

We are hiring a clinic team of all levels to ensure we create a top of the line patient experience from the moment they learn about Kindbody all the way through their visits in the office. Our clinic team is the face of our brand, and we rely on them to deliver excellence to our patients. We always do whatever it takes, even if it isn’t specifically our “job.”

As an experienced Customer Success Manager, you will be working in a fast-paced, rapidly growing environment where you will be relied on for your expertise, professionalism and collaboration. We are looking for a dedicated CS Manager to join our team in New York to support all CS, across our national network. 

Responsibilities:

Customer Service & Patient Excellence


  • Responsible for maintaining CS SLAs across phone, email and chat (1 day response for email, 5 min response to chat, same day answer / return call for phone)

  • Manage inbound customer communication (phone, email & chat) and ensure all messages are answered in a timely fashion

  • Oversee all reviews & ratings

  • Maintain clear communication with HQ about overall customer service

  • Manage event preparation & set up on an as needed basis

  • Sell packages, products and memberships as upsell during patient conversations

  • Other duties and projects as assigned

Customer Success Program Manager


  • Develop a centralized system for answering all inbound customer service inquiries over chat, email and phone across all locations

  • Create training materials and guides for customer service communications

  • Troubleshoot any escalated complaints from clinic

  • Oversee responses to all review platforms (Google Business, Yelp, etc.)

  • Create & execute system for responding to all social media questions regarding the business

  • Create process for supporting patients and potential patients with inbound financial / insurance questions & execute as needed

Patient Scheduling


  • Oversee clinic schedule and calendar -- assist with booking and rescheduling patients

  • Handle all zocdoc appointment & account creations

  • Troubleshoot any scheduling issues and make changes to the patient portal when needed

  • Elevate scheduling concerns to clinical team when necessary

  • Handle customer billing & insurance questions including, but not limited to accepting payments, refunds processing, and insurance claims submissions

  • Maintain the highest degree of ethics when handling patient payments and bill processing

Desired Skills and Experience


  • 3+ years of administrative or receptionist experience in a fast-paced, customer focused environment, medical office is a plus

  • A passion for women’s health, fertility is a plus

  • Strong communication skills & a team player

  • Willingness to be flexible, roll with the punches, multi-task and troubleshoot problems

  • Detail oriented with strong organizational skills

  • Exemplifies amazing customer service skills and professionalism

Nice to Have


  • Experience in handling medical and insurance billing

  • Desire to be actively involved in events

  • Experience in front desk sales

Kindbody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.