Program Support Representative

HealthSnap (healthsnap.io) empowers patients and their physicians to improve health outcomes using an innovative platform for modern, proactive patient care. We help healthcare organizations easily manage chronic conditions remotely, and deliver personalized patient experiences when it's needed most.

Be part of an organization built on teamwork, innovation, mutual respect, and equity for all. We believe in the power of prevention over treatment, after our co-founders experienced how modern healthcare failed their loved ones, they knew there had to be a better way. We believe that every patient deserves to receive the right care, at the right time, and in the right location - regardless of their condition or status. 

We lead with empathy above all else, and place the patient at the center of everything we do. Working at HealthSnap means being part of a family and a team where if you win, we all win, no matter how big or small the accomplishment. We take ownership - and lead with empathy - and expect each employee to recognize that real patients rely on HealthSnap every day.

Job Description: HealthSnap is looking for a Program Support Representative. The incumbent will be responsible for managing all tasks related to patient and customer support to meet the customers’ expectations and maintain a high level of quality through communication, customer service, and organizational practices. The Program Support Representative will assist in working with patients that are new to Remote Patient Monitoring, are not staying compliant in their program, or need assistance with their Remote Patient Monitoring devices and will ensure tasks are completed successfully and on-time. They will provide customer support to our CCM/RPM customers.

Responsibilities:

• Work with patients who are new to Remote Patient Monitoring, ensuring they understand the program and what is expected from them

• Work with patients who are not staying compliant in their Remote Patient Monitoring program to ensure they become/stay compliant

• Conduct training sessions with patients who need assistance with setting up and using their devices

• Communicate with clients about issues getting in touch with patients or patients who are not a good fit for their enrolled program

• Document the outcome of all tasks as required

• Provide customer support via the ticketing system, customer support calls, and customer chat

• Achieve support metrics surrounding first call resolution, issues solved on the first call, and hold times.

• Resolves product or service problems by clarifying the customer or patient’s …