Customer Support Specialist, PicnicHealth

• You’re great on the phone. You easily connect with different types of people and maintain a level-headed approach even in challenging interactions
• You’re highly organized, able to multi-task, set priorities, and follow up in a timely, efficient manner
• You love working in a fast-paced, rapidly changing work environment, and pick up new protocols quickly
• You’re proficient with GSuite and VOIP phones
• You’re always thinking about how to make things work better and faster
• You have good judgment and can exercise discretion, especially in dealing with confidential information
• You’re a great team member - constructive, great at building relationships, and share our passion for making the world better for our patients

Desirable

• At PicnicHealth, we help patients own their own medical records and contribute to medical research anonymously and securely, which requires a lot of ongoing contact with our patients
• We’re looking for customer-oriented go-getter team members who are comfortable being constantly on the phone to help with patient support
• You’ll be responsible for helping patients by phone, responding to questions, reminding them of upcoming surveys, and requesting additional information
• This is a great opportunity for someone interested in digital health, startups, and customer support to get a feel for how things work at a fast growing digital health company
• Represent PicnicHealth to patients with the highest levels of professionalism and care
• Reach out to patients by phone to remind them to take surveys, collect information, follow up on open questions, solicit feedback, or achieve any of a number of other goals
• Provide patients with answers that are quick, accurate, error-free, and easy to understand
• Exercise good judgment and follow internal protocols for protecting patient privacy and confidentiality
• Track throughput and backlog and communicate metrics to the operations team
• Troubleshoot any issues that come up and develop workarounds until longer term solutions can be implemented
• Work with the operations team on refining patient support operations and our product team on improving tools and systems. Sharing your insights on how the workflow can be improved is a critical part of your role!
• This is a remote, W2 role. Needs are ~5-10 hours per week, with potential to work more depending on demand
• We have both shorter-term and longer-term roles. We will work with you around your availability but you will need to be online during reasonable calling hours