Customer Support Specialist, Health Gorilla

$64.6-79.3k

+ Bonus + Stock options

JIRA

Mid level

Remote from US

Healthcare API provider

Job no longer available

Healthcare API provider

101-200 employees

HealthcareB2BPersonal healthData storageSaaSAPI

Job no longer available

$64.6-79.3k

+ Bonus + Stock options

JIRA

Mid level

Remote from US

101-200 employees

HealthcareB2BPersonal healthData storageSaaSAPI

Company mission

To build a single national network that can retrieve and house all health data on any patient, ranging from medical records and labs to social determinants of health.

Job

Company

Role

Who you are

Education: BA or BS degree
3+ years in a customer support or service role in a B2B or B2C Saas environment
Strong empathy for users and a passion for providing a best-in-class customer experience
Incredible verbal and written communication skills
Ability to self-manage and execute with direction
Ability to work in a fast paced environment and coordinate with other teams
Knowledge and experience with G-Suite, Jira, and Support Ticketing Models
Strong organizational and troubleshooting skills with attention to detail
Strong analytical ability, judgment, and problem analysis techniques
Strong interpersonal skills with the ability to work effectively in a cross-functional and collaborative team
Knowledge in healthcare is a plus

What the job involves

You'll be on the frontline interacting directly with customers through email and phone to resolve their issues and ensure they have a fantastic experience anytime they interact with us
You're a seasoned customer support specialist who can handle everything from troubleshooting complex questions to managing escalations
You'll be responsible for providing tiered customer support via phone, email, and our ticketing system
Triaging tickets and appropriately escalating them through a tiered model; coordinating with multiple departments and management as needed
Maintaining timely customer communications within service level agreements until there is a resolution
Documenting pain points and trends to share with other internal stakeholders
On-call coverage for evenings, weekends, and holidays on a rotating basis

Our take

With speed essential for good healthcare, the modern healthcare ecosystem relies on patients, providers, and laboratories being able to share health data quickly. Health Gorilla is a healthcare API provider that aims to streamline the process of pulling patient information from clinical records systems by putting it all in one place.

Health Gorilla has facilitated the exchange of millions of clinical documents for digital health developers. It sits within the growing healthcare informatics market, where it has secured a list of clients that includes Heal, WellVia, and IntellaTriage.

The company has also consistently launched new platform capabilities, such as electronic test ordering which allows healthcare providers to order and retrieve tests for their patients, within their EMR. This is just one example of how its tool suite creates value for providers and ultimately patients.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

40% employee growth in 12 months

Glassdoor (2.8)

Company

Funding (last 2 of 7 rounds)

Mar 2022

$50m

SERIES C

Mar 2021

$15m

SERIES B

Total funding: $78.3m

Company benefits

Bonus program, 401(k) matching, and stock options
Comprehensive coverage, including health, dental, vision, disability, life, and optional pet insurance
Flexible vacation policy, so you can take as much time off as you need
Work from home or come to one of our offices in Mountain View, California, Denver, Colorado, and Miami, Florida – or a hybrid of the two

Company HQ

Coral Gables Section, Coral Gables, FL

Leadership

Steve Yaskin

(Founder & Board Director)

Background in Physics. Was a Lead Consultant at Convansys, and CEO of Priority Consulting. Joined Pfizer as Technical Project Lead and founded software company Queplix. Is a member of Forbes's Technology Council.

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