Support Specialist

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

📋 Description

• Deliver Tier 1 technical support and assist with patient onboarding through email, chat, and phone communications.

• Diagnose technical issues for patients, providers, and other clients utilizing the virtual healthcare platform.

• Investigate, prioritize, and resolve patient concerns to ensure smooth telehealth appointments.

• Conduct visit preparation, manage payment collection, track patients, and handle prescriptions.

• Input and maintain confidential patient data and conduct telephone triage.

• Record customer interactions in Zendesk while following HIPAA compliance protocols and procedures.

• Employ Zendesk AI and automated triage workflows to enhance response times and care quality.

• Work in conjunction with clinical staff and Tier 2 Technical Support to communicate customer feedback.

• Assist in the creation of documentation, guides, and FAQs.

⛳️ Requirements

• Minimum of 4 years in customer service roles.

• Willingness to work a mandatory rotating shift schedule, including evenings, weekends, and holidays.

• Experience using AI tools to draft communications or streamline administrative processes.

• Familiarity with Assembled WFM, Rippit QA, and Google Workspace.

• Demonstrated ability to troubleshoot and resolve general technology issues working alongside technical teams.

• Outstanding listening, verbal, written, and interpersonal communication abilities.

• Proven capability to adapt priorities effectively in a dynamic environment while maintaining a keen attention to detail.

• Strong time management skills, sound judgment, and the ability to work independently in a fast-paced setting.

• Knowledge of medical terminology.

• High typing speed of at least 30 words per minute.

• Proficiency in Apple iOS or MS Windows-based systems.

• Experience with EMR systems.

• Ability to manage confidential patient information while adhering to HIPAA policies and procedures.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Paid time off

• 401(k) plan

• Stock options

• Bonuses

• Flexible, rotating schedule that includes mornings, afternoons, weekends, and holidays