Support Specialist

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

• 4 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 hourly pay range for this role is $17.00 - $22.00 per hour. Actual compensation will be determined by factors such as the candidate's geographic market, experience, skills, and qualifications. Certain roles may also be eligible for additional compensation, including a comprehensive benefits package such as medical, dental, vision, paid time off, and a 401(k) plan, stock options and bonuses. 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.

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.

Recruitment Fraud Alert: Protect Yourself

Fabric Health is aware of scammers attempting to impersonate employers. To ensure that any recruiting contact you receive is legitimate, please adhere to the following:

• Verify the Domain: Official recruitment emails will only come from addresses ending in @fabrichealth.com or @gem.com. No other domain names are legitimate.
• Official Interview Tools: We use Gem for our recruitment process and Google Meet for all video interviews. Google Meet is always the platform used for your first interview; you will never be sent a Zoom link to set up or conduct an initial interview. All interviews are conducted via video unless specifically stated by our team as an audio call. We never conduct interviews via chat, social media, Skype, or WhatsApp.
• Zoom Usage: Zoom is utilized only for specific meetings set directly by our team for purposes outside of the standard interview process (e.g., coordination or onboarding discussions). It is never the first link you will receive from us.
• Authorized Contact & Texting: Fabric will only contact you if you have submitted an application or if you are connected to a current employee who shared your information with us. We will only send text messages if you have provided explicit authorization and consent, either through your application or while communicating directly with our team. If you have not explicitly authorized us to reach out, treat any SMS or unsolicited outreach as fraudulent and do not respond.
• Sensitive Data: We will never ask you for sensitive personal or financial documents (ID, banking info, SSN) during the application, interview, or candidacy stages. All sensitive data is handled through secure internal systems post-offer.
• Verify the Team: You can reference LinkedIn to verify members of our recruiting team; however, please remain vigilant as scammers may create fraudulent profiles. Always cross-reference the sender's email domain with our official @fabrichealth.com address.

If you question the validity of a contact or receive a suspicious message, do not click any links. Report the issue immediately to View email address on click.appcast.io .

Please note: The security inbox is for reporting fraudulent activity only. Do not email this address for application status updates or to share application materials, as these will not be reviewed. Applications are only accepted and reviewed if submitted through our official application portal, and no application status information will be provided via the security email.