Patient Technology Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver real-time technical assistance during patient sessions through phone and chat.

• Execute tablet setup calls for newly registered patients, which includes unboxing, charging, establishing WiFi connection, logging into the app, and conducting test Zoom sessions.

• Address clinician tech callback requests for technical issues that arise mid-session.

• Diagnose and resolve issues related to WiFi/internet connectivity, Apple ID and account access, Zoom permissions, app crashes, browser compatibility, device reboots, and updates.

• Manage the coordination of loaner tablet shipments and their returns.

• Utilize remote device management tools to troubleshoot and rectify tablet-related issues.

• Record technical interactions and resolution notes within the Aviary Platform.

• Recognize recurring technical issues and escalate systemic problems to the Product/Engineering team.

• Collaborate with Enrollment for pre-session technology checks for BYOD (Bring Your Own Device) patients.

• Maintain an internal repository of troubleshooting procedures and patient-facing guides.

• Assist Aviary Health's patients in accessing virtual cardiac rehabilitation sessions, contributing to improved patient retention and clinical outcomes.

• Collaborate with the Patient Engagement team, Exercise Physiologists, and Enrollment Specialists while reporting to the Senior Program Manager.

⛳️ Requirements

• A minimum of 1 year of experience in a help desk, tech support, or customer-facing IT role.

• Outstanding patience and empathy when assisting elderly or non-tech-savvy patients.

• Strong troubleshooting skills to identify issues related to WiFi, devices, apps, or user errors.

• Proficient with iPads/iOS, Android tablets, basic Windows/Mac operations, Zoom, WiFi networking fundamentals, and browser troubleshooting.

• Excellent verbal communication skills for conveying tablet and connectivity instructions to novice users.

• A reliable internet connection and a quiet workspace for phone-based support.

• Availability Monday–Friday during core hours, with flexible scheduling options between 10 am–8 pm ET.

• Preferred experience in healthcare, telehealth, or patient-facing technology support.

• Familiarity with remote device management (MDM) tools is preferred.

• Experience with Zoom administration or troubleshooting at scale is preferred.

• Basic knowledge of Slack and task management platforms is preferred.

• CompTIA A+ or similar certification is preferred but not mandatory.

• Bilingual in English and Spanish is preferred.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• Collaborative and supportive work environment.

• Meaningful work that directly impacts patient care and outcomes.