Support Specialist

🕒 5 days ago

🇺🇸 United States – Remote

💵 $17 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Fabric

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🏥 Healthcare

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

Healthcare • Artificial Intelligence • Healthcare Insurance

Fabric is a healthcare technology company that specializes in providing integrated, AI-powered solutions to improve patient access and streamline care delivery. Their platform features a Digital Front Door for convenient patient engagement, along with tools for intake, triage, routing, and hybrid care enablement. By leveraging advanced AI and data-driven insights, Fabric enhances operational efficiency for healthcare systems and organizations, ultimately leading to better patient outcomes and savings for healthcare providers.

📋 Description

• Provide Tier 1 technical support and facilitate patient onboarding via email, chat, and phone • Troubleshoot technical problems for patients, providers, and other customers using the virtual healthcare platform • Investigate, triage, and resolve patient issues to ensure seamless telehealth visits • Perform visit preparation, payment collection, patient tracking, and prescription handling • Enter and maintain confidential patient information and perform telephone triage • Document customer interactions in Zendesk while adhering to HIPAA compliance policies and procedures • Use Zendesk AI and automated triage workflows to improve response times and quality of care • Collaborate with clinical staff and Tier 2 Technical Support to relay customer feedback • Contribute to documentation, guides, and FAQs

🎯 Requirements

• 4+ years of customer service experience • Ability to work a mandatory rotating shift schedule, including evenings, weekends, and holidays • Experience leveraging AI tools to draft communications or streamline administrative workflows • Familiarity with Assembled WFM, Rippit QA, and Google Workspace • Proven ability to troubleshoot and resolve general technology issues alongside technical teams • Exceptional listening, verbal, written, and interpersonal communication skills • Demonstrated ability to shift priorities successfully in a fast-paced environment with keen attention to detail • Keen attention to detail, strong time management, sound judgment, and ability to work independently in a fast-paced environment • Knowledge of medical terminology • High typing proficiency of at least 30 words per minute • Working knowledge of Apple iOS or MS Windows-based environments • Experience with EMR • Ability to handle confidential patient information and comply with HIPAA policies and procedures

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Paid time off • 401(k) plan • Stock options • Bonuses • Flexible, rotating schedule covering mornings, afternoons, weekends, and holidays

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