Core Support Agent

Customer Service CA


Description

Spire Health is building the future of remote patient monitoring. We give physicians insights into their patients' health between doctor visits, helping them better manage high-risk chronic disease patients. In particular, we serve patients in the U.S. who have chronic respiratory diseases (COPD, Asthma) with a novel sensor and algorithm system that identifies changes in a patient's health.

We are looking for an experienced Core Support Agent who can support a growing pool of doctors and patients who utilize our remote patient monitoring service, our internal teams who support this monitoring service, and our partners conducting research studies and clinical trials. Our agents will work across several platforms in an extremely fast-paced start-up environment. Must be able to work shifts ranging from 7-4, 8-5, or 9-6 PST.
 
Responsibilities:

  • Handle inbound and outbound calls, emails, SMS, and chats for patients, healthcare providers, 3rd party vendors, and internal employees as they relate to our products and processes
  • Troubleshoot device, account, app, and dashboard issues using a variety of platforms and tools
  • Thoroughly document and report all patient complaints, inquiries, and interactions
  • Place orders, process returns, and track the status of all inventory sent to users
  • Monitor and update user facing knowledge bases
  • Test, debug, and provide feedback on our apps and products
  • Manage a variety of projects related to remote patient monitoring, clinical trials, product refinement, bug reporting, patient and employee onboarding, and others as needed
  • Assist with the onboarding and training of new agents when hired
  • Support research studies per the specified IRB standards for each study
  • Any/all additional tasks defined by the CS management team

Qualifications:
  • 2+ years customer service or customer facing experience 1+ years experience troubleshooting devices and navigating complex workflows in real time
  • 1+ years experience with a ticketing system or EHR Patient, kind, empathetic, and able to create and deliver a great customer experience
  • Ability to pivot and quickly learn new platforms and processes Ability to stay organized and detail oriented while multitasking
  • Ability to use keyboard shortcuts [Preferred] Experience working within FDA regulations (complaints, CAPA, non-conformance, etc) Completed HIPAA training and understand HIPAA compliant environments
  • Experience working with elderly patients in a medical environment
  • Bilingual, read and speak Spanish Open to working work 1 weekend day shift if needed                                                                                
Why join Spire Health?
On top of an innovative work atmosphere and a chance to help patients struggling with chronic disease, we offer competitive pay and an extensive benefits package for all full-time employees (including 99% coverage of medical, dental, vision and 401(k)) and up to 12 days off plus 12 paid holidays for our Core Support Agents. In addition, work with a fun, close-knit team and have significant opportunities to grow and truly make an impact on the healthcare system.