Chat Support Specialist- Cardiac Rehab
About The Position
Recora Health is seeking a compassionate, detail-oriented Chat Support Specialist to support patients enrolled in our virtual cardiac rehabilitation (CR) program. This role serves as a frontline point of contact for patients via chat, helping them navigate scheduling needs, program questions, and technical support while ensuring a positive and supportive patient experience. The ideal candidate is patient-focused, calm under pressure, and skilled at handling multiple conversations while maintaining accuracy and empathy in a healthcare setting.
Requirements
- 1+ year experience in customer support, healthcare support, or patient-facing roles
- Strong written communication skills with the ability to convey empathy and clarity
- Comfort working in fast-paced, multi-chat environments
- Strong attention to detail and follow-through
- Ability to work independently in a virtual setting
Nice To Haves
- Experience in healthcare, telehealth, or clinical support environments
- Familiarity with scheduling systems or EMRs
- Experience supporting older adult populations
- Bilingual (preferred but not required)
Responsibilities
- Patient Chat Support
- Respond to inbound patient chats in a timely, professional, and empathetic manner
- Assist patients with:
- Canceling or rescheduling sessions
- General program questions
- Navigation within the virtual CR platform
- Provide clear explanations of program expectations, session types, and next steps
- Scheduling & Session Support
- Support patients with appointment changes in alignment with program guidelines
- Identify sessions that require coverage or escalation and route appropriately
- Ensure patient requests are accurately documented and reflected in the patient’s profile.
- Program Navigation & Education
- Guide patients through:
- How to join sessions
- Understanding different session formats (1:1, group exercise, education, hybrid)
- Where to find schedules, reminders, and resources
- Reinforce the value and structure of cardiac rehabilitation when appropriate
- Escalations & Care Team Coordination
- Identify concerns that require escalation (clinical concerns, repeated cancellations, dissatisfaction)
- Route issues to the appropriate internal teams (Care Team, PXC, Clinical Manager)
- Document interactions clearly for continuity of care
- Documentation & Accuracy
- Accurately document chat interactions in required systems
- Follow established workflows, SOPs, and compliance requirements
- Maintain patient confidentiality and HIPAA compliance at all times
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
