Customer Support, Candid Health
$70-125k
+ Equity
4 days a week in office (Financial District, SF or Downtown, Denver or Chelsea, NY)
Healthcare revenue cycle automation software
Open for applications
Healthcare revenue cycle automation software
101-200 employees
Open for applications
$70-125k
+ Equity
4 days a week in office (Financial District, SF or Downtown, Denver or Chelsea, NY)
101-200 employees
Company mission
To help providers focus more on care delivery and less on back office administration.
Role
Who you are
- 1-4 years of experience within healthtech support
- While you won't be processing claims, having familiarity with insurance claims processing is a bonus
- Comfortability troubleshooting technical issues such as API and platform integrations is a bonus
- Able to frequently interact with product and engineering teams, providing detailed notes for technical ticket escalations
- Possess excellent written communication skills, with both customers and coworkers
- Able to quickly prioritize new tasks against (potentially many other) competing tasks
- Ensure that we are applying effort efficiently to have the greatest possible impact for our customers
- Able to creatively troubleshoot customer issues where there may be no precedent or SOP, including by investigating and working with cross-functional teams (e.g., Product, Billing)
- Operate with utmost professionalism, respect, and empathy for the customer, and be passionate about giving them a great experience with Candid
- Proactive and with a bias towards action, but also be excellent at communicating and collaborating with colleagues to ensure global prioritization of effort
- Thorough attention to detail, especially and most importantly where data security is concerned
- Comfortable asking questions and asking for help in order to deliver a great customer experience, and committed to improving team operations and documentation using those learnings
- Location: This role is based in our San Francisco (Financial District) or Denver (Downtown) or NYC (Chelsea) offices and follows a hybrid schedule with 4 days in-office, 1 day remote per week
What the job involves
- Our Customer Support team is looking for its next team member to join our 1 year old team
- As an early member of this team, you will report into the Customer Support Lead, and will be responsible for delivering best-in-class support to all customers, helping to ensure the Candid team is well-aware of customer pain points and feedback, and contributing to the ground floor operations of a developing department at a fast-growing company
- Candid’s Support team works collaboratively with all teams to ensure customers are supported quickly and thoroughly, and we’re looking for new members with a proven track record of delivering exceptional customer service and operational excellence
- You'll provide high quality support that meets designated SLAs on Level 1 (L1) support inquiries from Candid’s customers. Most inquiries are related to billing/claims processing, product functionality and bugs, and feature request or feedback
- Work cross functionally with Product, Engineering, Operations, and Billing teams to ensure tickets are answered quickly and accurately, and to strengthen internal processes
- Drive the Support team’s internal efficiency by creating SOPs for Support team workflows (e.g., how to diagnose bugs or claim submission issues questions), macros (i.e., automated responses to common questions), and Candid Support Center articles
- Proactively identify improvement areas within Support team internal operations (e.g., defining processes to standardize common workflows) and cross-functional collaboration operations (e.g., routing and resolution of bug tickets with Product teams), and work with leadership to prioritize them appropriately
- Proactively identify opportunities to improve the Support team’s support quality, and work with the team to prioritize and implement them appropriately
Our take
Healthcare spending in the US medical system has been ballooning for decades. Administration contributes a substantial portion to this, constituting almost three times what other developed countries spend proportionate to their healthcare budget - and taking up valuable physician hours. The detrimental impact this has on the quality and affordability of care has meant solutions are becoming urgent, and Candid Health is contributing a strong one.
The data and AI-driven platform helps healthcare providers automate the process of submitting, chasing, and appealing insurance claims. It’s regularly audited by HIPAA, helping the company dodge the tightening data protection net that’s stunted the progress of some medtech startups. Having passed this obstacle the company is running at modest capacity - the challenge now is to lock in a broader client base, which could prove challenging.
Companies like Change Healthcare and Flobotics, for example, offer automated claims submissions as part of a broader robotic process automation service for medical institutions. It may be that this holistic administrative software proves more attractive for overburdened providers. For now, however, Candid Health is gaining a respectable amount of traction and enjoyed a funding round of $29 million in 2024.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Feb 2025
$52.5m
SERIES C
Sep 2024
$29m
SERIES B
Total funding: $97.8m
Company HQ
Financial District, San Francisco, CA
Leadership
Nick Perry
(Co-Founder & CEO)A human biology graduate from Stanford, who started as an Accenture Digital consultant, before taking a role as as the forward deployed engineering lead at Palantir Technologies.
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