Job Description

Schedule: Monday through Friday 8am-430pm

Job Overview:

The Patient Support Specialist is responsible for developing and maintaining strong relationships with patients/customers, acting as their primary point of contact for all matters related to their use of a connected health platform. This role combines technical support with direct patient interaction to ensure a smooth user experience and drive engagement with the device and service.

In addition to front-line support, this position involves back-office administrative tasks and requires both remote and in-person communication with users.

Responsibilities and Duties:

• Monitor patient/customer accounts to identify and address potential issues proactively.
• Respond to inbound support inquiries and serve as the first line of technical assistance.
• Conduct regular follow-ups and well-being check-ins to assess satisfaction and triage concerns.
• Perform outbound calls to assist users with technical issues, usage reminders, and guidance on device features.
• Facilitate successful onboarding of new users through remote product training and support to ensure effective use and adoption of the health platform.
• Provide onboarding and training support via phone, video calls, in-clinic, pharmacy, or home visits as required.
• Perform troubleshooting, technical support, and device replacements when necessary.
• Adhere to internal procedures and guidelines related to customer service, product returns, and issue resolution.

Required Competencies:

• Demonstrated experience in patient or customer support roles.
• Background in healthcare or related fields is a plus.

Personal Attributes:

• Strong customer-first mindset, especially when addressing concerns or complaints.
• Highly organized with excellent communication skills.
• Problem-solving aptitude with sound decision-making ability.
• Attention to detail and capable of managing multiple tasks simultaneously.

Performance Metrics:

• Speed and efficiency in resolving support tickets.
• Effectiveness in resolving customer issues.
• Overall customer satisfaction ratings.

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