Support Specialist (Part Time)

About Fabric Health

At Fabric Health, we're not just building technology; we're fixing healthcare's capacity problem. Our mission is to power healthcare to move faster, work smarter, and deliver better care, creating seamless, intuitive experiences that simplify and unify virtual and in-person care for thousands of providers and millions of patients nationwide. We're a team of brilliant, thoughtful minds, deeply motivated by improving patient and provider lives, and we believe technology can truly enhance the US healthcare system.

Trusted by leading healthcare organizations: Our customers include Luminis Health, OSF HealthCare, MUSC Health, and Intermountain.

We are backed by leading investors such as Thrive Capital, GV (Google Ventures), General Catalyst, Salesforce Ventures, Vast Ventures, BoxGroup, and Atento Capital. We value working quickly for good reason, listening deeply to solve big challenges, and building products like we would for loved ones.

About The Role

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.

What You'll Do

As a Support Specialist, you will be the primary point of contact for our users, ensuring their success on our platform. Your primary responsibilities will include:

• 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.
  
  

Why You Might Be a Good Fit

• You are deeply committed to providing exceptional customer care and thrive on making a positive impact on a patient’s healthcare journey.
• You are an excellent communicator who can work with a diverse patient population and workforce, demonstrating empathy and professionalism in every interaction.
• You have a knack for troubleshooting and resolving general technology issues, and you are great at explaining features and providing clear instructions to others.
• You are highly organized and can successfully adapt to change, managing multiple tasks and shifting priorities in a fast-paced environment.
• You are a critical thinker with sound judgment, and you are comfortable working independently with minimal supervision.
  
  

This Might Not Be The Right Fit If...

• You prefer a role with a narrow scope that does not involve both administrative and technical support tasks.
• You are not comfortable with the fast-paced, sometimes hectic nature of a support role.
• You are not passionate about providing a high level of satisfaction and compassion to patients and their families.
• You are not comfortable with the meticulous record-keeping and data entry required for confidential information.
• You prefer working in isolation rather than actively collaborating with a cross-functional team, including clinical staff.
  
  

Your Qualifications

• 1-2 years of Customer Service experience.
• 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.
  
  

Bonus Points

• 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.
  
  

The national pay range for this role is $35,000.00 – $45,000.00 per year. Actual compensation will be determined by factors such as the candidate's geographic market, experience, skills, and qualifications. If your compensation requirement is greater than our posted range, please still consider applying; a determination can be made based on unique qualifications. Expected compensation ranges for this role may change over time.

Learn more about Fabric

• LinkedIn
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• Careers Page
  
  

At Fabric, we believe that a diverse workforce is essential to our success. We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. We actively encourage individuals from all backgrounds to apply.