Remote
About Fabric Health
At Fabric Health, we are powering boundless care by solving healthcare’s biggest challenge: clinical capacity. We aren’t here to disrupt healthcare; we’re here to fix it. We unify the care journey from intake to treatment, using intelligent automation to remove administrative burdens and make care delivery 2-10x more efficient. Our technology empowers clinicians to move faster and focus on what matters most: the patient.
We are a mission-driven team of brilliant minds trusted by leading organizations including Intermountain Health, OSF HealthCare, SSM Health, and MUSC Health. Our vision is backed by premier investors such as Thrive Capital, GV (Google Ventures), General Catalyst, and Salesforce Ventures. We move quickly for good reason, listen deeply to solve big challenges, and build products with the same care and quality we’d want for our own 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.
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.
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 are unable to work a flexible, rotating schedule that includes nights, weekends, and holidays.
- 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.
- 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.
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.
