Support Specialist

Fabric

6d • $35,000 - $45,000

About The Position

We are looking for a Support Specialist who will be a vital member of our team, responsible for providing administrative and technical support to patients, providers, and pharmacies using our telehealth services. In this role, you will be on the front lines, ensuring a seamless virtual healthcare experience by answering questions about appointments, navigating the virtual platform, and managing patient accounts with professionalism and compassion. You will be instrumental in making sure every virtual visit is an outstanding one, all while adhering to HIPAA regulations and maintaining exceptional customer service standards. Shift Requirements: This role is critical to our 24/7 clinical operations. To ensure full coverage, you must be available to work a flexible schedule that includes evenings, weekends, and holidays. Shifts are assigned on a mandatory rotating basis to maintain organizational capacity.

Requirements

• 1-2 years of Customer Service experience.
• Ability to work a mandatory rotating shift schedule, including evenings, weekends, and holidays.
• Excellent listening, verbal, written, and interpersonal communication skills.
• Demonstrated ability to switch from one task to another successfully in a fast-paced, ever-changing environment and adjust priorities as needed.
• Excellent time management skills.
• Keen attention to detail.
• Good judgment and decision-making capabilities.
• Ability to organize, prioritize, and adapt to change.
• Creative ability and writing proficiency.
• Knowledge of Google Products.
• Familiarity with Zendesk WFM and Maestro QA.
• Ability to partner with others to troubleshoot and resolve general technology issues.
• A desire and commitment to provide the highest level of satisfaction in quality service, caring, and compassion.
• The ability to work independently with minimal supervision in an often-hectic environment.

Nice To Haves

• Knowledge of medical terminology.
• The ability to type a minimum of 30 words per minute.
• Working knowledge of Apple iOS or MS Windows-based laptops.
• Experience with UCM Digital Health's EMR.

Responsibilities

• Providing Tier 1 technical support, facilitating patient onboarding, and troubleshooting technical problems for patients, providers, and other customers via email, chat, and phone.
• Performing essential point-of-service activities, such as visit preparation, payment collection, patient tracking, prescription handling, and record tracking, to ensure accuracy and a great patient experience.
• Professionally investigating, triaging, and resolving patient issues to ensure their visit is a positive one.
• Facilitating administrative tasks, including entering and maintaining confidential patient information and performing telephone triage.
• Developing a deep understanding of our products and contributing to the accuracy, quality, and user-friendliness of documentation, guides, and FAQs that help customers find solutions independently.
• Collaborating effectively with cross-functional teams, including clinical staff and the Tier 2 Technical Support team, to ensure the smooth resolution of issues and to relay customer feedback for product improvements.
• Adhering to compliance policies and procedures, and properly documenting all customer interactions within Zendesk.
• Creating a welcoming and professional environment for all users by demonstrating exceptional customer service and telephone etiquette.
• Staying updated with product updates, industry trends, and best practices to offer the most effective support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees