Program Support Representative
Remote (United States)
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 issue, determining the root cause of the issue, selecting and explaining the best solution to solve the issue, expediting issues that can’t be solved immediately, and following up to ensure proper resolution – while documenting along the way.
Experience:
Excellent communication skills, ability to multi-task and prioritize assignments, and capable of building strong relationships
Excellent written communication and documentation skills
Quality focused
Experience resolving conflict
Strong analytical skills and the ability to solve technical problems
Ability to work under pressure
Technical skillset, including setting up iOS and Android phones with Bluetooth Devices and ensuring connections between health-related applications
Experience working in a call center environment.
Fluency in English and Spanish is a plus
Experience in a healthcare setting is a plus
Job Type: Full-time
Location: Remote
Benefits: HealthSnap offers a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Paid Time off, Career Advancement Opportunities, and the Ability to Work Remotely.
We embrace diversity and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation, or your identity expression, if you are passionate about improving the future of healthcare through lifestyle change, we want to hear from you!
ApplyJob Profile
Career Advancement Dental Life Insurance Medical Paid Time Off Remote work Vision
Tasks- Assist with remote monitoring
- Conduct training sessions
- Document outcomes
- Manage patient support
- Provide customer support
- Resolve issues
Android Bilingual (English Bluetooth Call Center Experience Communication Customer Support Documentation Health-related applications IOS Multi-tasking Organizational Organizational practices Patient care Relationship building Remote patient monitoring Spanish Technical Problem Solving
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9