Customer Experience and Insights Specialist

What is Apricot?Apricot is on a mission to revolutionize the home health industry by tackling one of the biggest challenges faced by nurses: excessive paperwork. Currently, home health nurses spend more than half of their time completing documentation, taking them away from their true passion - providing exceptional patient care. This administrative burden not only contributes to nurse burnout and frustration but also ultimately impacts the quality of care patients receive.

At Apricot, we believe that nurses are the unsung heroes of healthcare, and they deserve to be treated as such. Our goal is to empower nurses by freeing them from the shackles of paperwork, allowing them to focus on what they became nurses to do: take care of patients.

By developing innovative solutions that streamline documentation processes, Apricot aims to significantly decrease the time nurses spend on paperwork. This not only improves job satisfaction and reduces burnout but also enables a single nurse to see more patients in the same amount of time. As a result, home health operators can increase the revenue each nurse generates, creating opportunities to pay nurses more and invest in their well-being.

Role Overview:We are seeking a passionate and empathetic Customer Experience & Insights Specialist to join our team. In this role, you will be the voice of our customers, ensuring their success and satisfaction with our product. You will collaborate closely with our product team, conduct field research, and support our customers to ensure that Apricot meets the needs of nurses and patients alike. This is an exciting opportunity to contribute to our mission of transforming the home health industry.

Responsibilities:Develop a deep understanding of major Home Health EMRs, Apricot, and how they work together to support exceptional patient care.Become our team’s resident expert in documentation requirements for Home Health and Hospice.Conduct regular field work, observing nurses and office staff as they use Apricot in their daily tasks.Regularly review and test Apricot, providing feedback on compliance and potential improvements.Stay up-to-date with industry trends, existing software, and best practices to drive continuous improvement.Work with the product team to refine and enhance our AI-powered solutions.Partner with sales and product teams to design, develop, and deliver an exceptional product onboarding experience for new customers. Build strong relationships with our users, handling support issues and new feature requests as they arise. Synthesize findings from field work, customer support, and onboarding to share actionable insights with the team.Collaborate with the product team to translate insights into actionable solutions.

Requirements:Passion for improving patient outcomes and experiences in the home health and hospice industriesCuriosity, empathy, and strong observational skills; excited to learn about the experiences of and challenges faced by Apricot’s usersExcellent written communication skills and interpersonal skillsStrong synthesis and problem-solving skills with a keen attention to detailWillingness to blend office work (e.g. research, synthesis, creating customer success materials) and field work (shadowing nurses, conducting onboarding sessions, providing hands-on user support)Self-motivated and able to thrive in a collaborative, fast-paced startup environment

Preferred Qualifications:3-5 years of experience in a customer success role or a user experience research roleExperience providing support to people in clinical roles (nurses, physicians, etc.)Experience teaching or mentoring/developing othersExperience developing and creating onboarding, training, and support materials

Why Join Apricot?At Apricot, we are on a mission to empower nurses to spend more time providing exceptional patient care and less time buried in paperwork. We are not just building another software solution; we are creating a user-centric product that is shaped by the insights, feedback, and needs of the nurses we serve. As a member of our team, you will have the unique opportunity to work closely with nurses, understand their challenges, and contribute to a product that directly impacts their ability to deliver high-quality care.

We are a team of passionate problem-solvers who thrive on collaboration, agility, and radical candor. We value open debate, thought-provoking questions, and iterative cycles of improvement. Every voice matters at Apricot, and we make sure to build time into our process for intentional discussions and ideation. You will play an integral role in shaping our product into something that is intuitive, exciting, and truly delightful for our users.

Our work is driven by a shared commitment to our mission. We are not just here to build a successful company; we are here to make a real difference in the lives of nurses and patients. If you are passionate about healthcare, have a deep respect for the work that nurses do, and want to be part of a team that is dedicated to solving complex problems, then Apricot is the place for you!

To apply, please submit your resume and a cover letter detailing your passion for making a difference in the healthcare industry to careers@apricothealth.ai