Customer Support Associate, Elation Health
Overnight Canada
CA$50k
Patient scheduling software
Be an early applicant
Patient scheduling software
201-500 employees
Be an early applicant
CA$50k
201-500 employees
Company mission
To empower physician groups and primary care doctors to deliver phenomenal patient care.
Role
Who you are
- Success in this role requires more than just technical problem-solving—you must be highly empathetic, patient, and customer-focused, ensuring that every interaction builds trust and strengthens our relationships with providers and their staff
- Highly empathetic and customer-focused, with a strong desire to advocate for and empower customers in their use of Elation’s products
- Clear and professional communicator, with the ability to translate technical concepts into customer-friendly explanations across multiple support channels
- Experience in Revenue Cycle Management (RCM), healthcare workflows, and electronic health records (EHR) is highly preferred
- Proactive problem-solver with strong critical thinking skills; able to independently assess situations and determine appropriate solutions
- Strong collaborator, able to work cross-functionally with internal teams to enhance both the customer experience and internal workflows
- Excellent time management and self-direction, able to prioritize effectively in a fast-paced, dynamic environment without requiring constant oversight
- Detail-oriented and organized, capable of managing multiple complex cases while maintaining accuracy and quality
- Passionate about continuous learning, eager to develop expertise in healthcare technology and Revenue Cycle Management (RCM)
- Adaptable and resilient, thriving in an ever-evolving environment and committed to driving improvements in both individual performance and team processes
- Bachelor’s degree or equivalent professional experience required
- 2+ years of experience in a customer-facing role, preferably in technical support or healthcare technology
- Familiarity with Intercom, Salesforce, and Jira is a plus
What the job involves
- As a Customer Support Associate at Elation Health, you will play a critical role in ensuring customer success by delivering high-quality technical and functional support for Elation’s EHR (Electronic Health Record), Billing/RCM (Revenue Cycle Management), and Patient Passport (device) applications
- You will leverage your expertise to analyze, troubleshoot, and resolve complex customer inquiries while identifying opportunities to enhance our support operations
- You will leverage your strong troubleshooting abilities, keen analytical mindset, and clear communication skills to investigate and resolve complex customer inquiries
- Your capacity to multi-task and thrive in a fast-paced environment will be essential as you proactively identify pain points and advocate for our customers, ensuring their feedback is heard
- Through collaboration with internal teams, you will help shape a high-impact support experience that empowers healthcare providers to focus on what matters most—delivering excellent patient care
- Serve as a trusted advocate for our customers, ensuring their concerns are heard, understood, and addressed with empathy and urgency
- Independently analyze and resolve technical and workflow-related inquiries from healthcare providers and staff, prioritizing issues that impact patient care
- Utilize investigative skills to diagnose complex software issues, proactively identifying patterns and trends in customer challenges
- Collaborate closely with Product, Engineering, Revenue Cycle Management, and Customer Success teams to drive efficient resolutions and long-term solutions
- Provide clear, professional written and verbal communication to customers across multiple support channels (such as phone, chat, screenshare, e-mail), ensuring a positive and reassuring experience
- Assess cases for complexity and determine when escalation is appropriate, ensuring necessary details are collected and effectively communicated to senior support teams
- Take ownership of high-impact cases, particularly those affecting provider workflows and patient care, advocating for fast-tracked solutions when necessary
- Work collaboratively with peers, leads, and managers to enhance the overall support experience and identify areas for proactive intervention
- Identify opportunities to enhance support workflows, product documentation, and self-service resources, advocating for customer needs and efficiency improvements
- Actively contribute to internal knowledge-sharing by documenting solutions, best practices, and emerging trends in customer challenges
- Relay customer feedback to cross-functional teams, ensuring their experiences inform product and service enhancements
- Participate in weekly urgent shift rotations, ensuring time-sensitive escalations are handled with speed and accuracy
- Provide support during 2-3 weekend/holiday on-call rotations per year, ensuring providers always have access to critical support
Our take
Each year, inefficient clinical care contributes to more than $750B lost in the United States due to various pitfalls in the healthcare system. Elation Health is a healthcare company that has set out to change this narrative by improving the physician-patient relationship.
It takes a network approach to patient data, allowing physicians to interact and deliver better services and care. For example, the platform gives professionals in any location the ability to access records, review reports, contact patients, and send prescriptions, as well as offer virtual care in the form of video calling.
And it's proving a success, as it is used by over 25,000 clinicians that care for millions of patients. The patient scheduling software market is a very busy market, packed with others offering similar products, however, Elation had a busy 2024 and is in a prime position to stay ahead of its competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2022
$50m
SERIES D
Dec 2020
$40m
SERIES C
Total funding: $108.5m
Company benefits
- Benefits Plan: We offer medical,dental, and vision insurance, as well as Flexible Spending Accounts and life insurance
- Pay and Equity: We offer a meaningful salary and equity package to each member of our team
- Flexible Time-Off: We believe that you should be trusted and empowered to take time off when you need it
- Home Office + Tech Stipend: We offer a home office stipend to help make work from home life a bit easier
Company HQ
Alamo Square, San Francisco, CA
Leadership
Kyna Fong
(Co-Founder & CEO)Currently a Member of YPO and an Officer Manager at Dennis Y. UFong. They began their career at UBS and JP Morgan and were an Assistant Professor of Economics at Stanford.
Conan Fong
(Co-Founder & CXO)Studied at McGill and Johns Hopkins. Previously a Consultant at the Courtyard Group.
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