Customer Experience Associate - Remote Eligible

Customer Experience Associate (CXA)

Caregility is seeking a Customer Experience Associate (CXA). The role is Full-Time Exempt (salaried). This will be a remote role open to candidates within the US. Candidates must be authorized to work in the US without sponsorship. The Customer Experience Associate (CXA) reports to the Director of Customer Experience and plays a key role in delivering a consistent, high-quality experience for Caregility's healthcare customers.

This position supports the design and execution of customer experience strategies that strengthen adoption, satisfaction, and long-term retention across the customer lifecycle. The CXA serves as a critical connector between Caregility's technology, customer needs, and the operational realities of healthcare environments. Through proactive engagement, relationship building, and cross-functional collaboration, the CXA helps ensure seamless customer journeys and measurable value realization. This role acts as an advocate for the voice of the customer, reinforcing Caregility's commitment to reliable, patient-centered virtual care solutions.

Roles & Responsibilities

Customer Experience Strategy & Execution

• Support the execution of Caregility's customer experience strategy across assigned high-touch and low-touch accounts, ensuring alignment with organizational goals and healthcare industry requirements.
• Assist in improving end-to-end customer journeys by identifying friction points and supporting cross-functional initiatives that enhance consistency, reliability, and value delivery.
• Apply a tiered engagement model to ensure the appropriate level of CX support based on account size, complexity, and risk.

High-Touch Account Support

• Partner with the Director of Customer Experience to support strategic health system accounts with complex deployments or critical care use cases.
• Assist in coordinating structured success plans, onboarding activities, and ongoing adoption initiatives.
• Participate in customer touchpoints, QBRs, and executive-facing communications as needed.
• Monitor account health indicators and escalate risks proactively to the Director of Customer Experience.

Low-Touch & Scaled Account Support

• Manage scaled engagement motions for low-touch accounts, including digital communications, standardized check-ins, and usage monitoring.
• Support customer adoption and satisfaction through proactive outreach, education, and timely issue coordination.
• Identify trends across low-touch accounts to inform process improvements and proactive interventions.

Customer Insights & Advocacy

• Collect, analyze, and synthesize customer feedback through surveys, direct outreach, and internal data sources.
• Act as a voice of the customer by sharing insights with clinical, product, technology, and support teams.
• Help translate customer feedback into actionable recommendations that improve product experience and service delivery.

Metrics, Reporting & Health Monitoring

• Track key customer experience metrics such as adoption, satisfaction, escalation trends, and engagement health.
• Contribute to regular reporting and insights shared with CX leadership and executive stakeholders.
• Maintain accurate account documentation, success plans, and engagement records.

Process Improvement & Compliance

• Identify recurring customer challenges and support initiatives to improve processes, workflows, and customer communications.
• Ensure customer engagement activities align with healthcare technology standards, security, and privacy requirements (including HIPAA).
• Support documentation and standardization efforts that improve CX consistency and scalability.

Cross-Functional Collaboration

• Work closely with clinical, product, technology, support, sales, and marketing teams to ensure aligned and seamless customer experiences.
• Support clear handoffs and communication between teams throughout the customer lifecycle.
• Assist in driving internal accountability around customer outcomes.

Learning & Development

• Stay informed on healthcare trends, virtual care technologies, and customer experience best practices.
• Continuously develop CX skills and contribute ideas to evolve Caregility's CX operating model.

Skills & Abilities

Required:

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Experience with applications like Service Now, Jira, Salesforce, Smartsheet, Monday.com, Domo, etc.
• Strong communication skills (written and verbal).
• Solid analytical and problem-solving abilities.
• High emotional intelligence and customer-first mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively with cross-functional teams.
• Willingness to travel up to 25% for customer site visits and events.
• Ability to meet background check, drug testing, exclusion checks, and vendor credentialing requirements.
• May need valid U.S. driver's license with acceptable driving record.

Preferred:

• Experience in healthcare, healthcare IT, telehealth, or clinical environments.
• Comfort supporting interactions with executive-level stakeholders.
• Familiarity with regulated environments (HIPAA, security, privacy standards).
• Experience supporting customer success, customer experience, or account management teams.
• Valid U.S. passport (international travel as needed).

Education & Qualifications

Bachelor's degree in Business, Sociology, Psychology, Social Work, Health Administration, Nursing, or related field OR equivalent experience. 5+ years experience in a customer service / customer experience/ support area. Certification in customer service or experience management is advantageous.

Additional Requirements:

• Understanding of audio, video, web conferencing, SAAS, etc.
• Understanding of healthcare clinical applications using various technologies, including telecommunications, EMR/EHR, HL7, medical device integration, nurse call systems, secure chat, clinical decision support tools, etc.
• Demonstrated success in managing complex customer accounts and projects.

If you share our passion to make healthcare more connected, more efficient, and more personal, join us and you'll be rewarded with an excellent salary and benefits package, including 401k and Flex 125 plans. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, marital status, gender, national origin, caste, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.