Customer Support Associate, Elation Health
$47.5-51k
$47,500 - 51,000 CAD
Patient scheduling software
Posted today
Patient scheduling software
201-500 employees
Posted today
$47.5-51k
$47,500 - 51,000 CAD
201-500 employees
Company mission
To use technology to provide the freedom physicians need to focus on their patients.
Role
Who you are
- Manages time effectively and works independently, self-starter
- Strong desire to learn new material and thrives in an ever changing environment
- Detail oriented and able to manage multiple tasks at once
- Ability to think critically and make sound decisions with inputs from customers and available resources
- Collaborates effectively with both customers and internal teams
- Empathetic in their approach to work, and passionate about the user experience we support
- Demonstrates strong written and verbal communication skills, professionalism
- Effectively ascertains when work requires escalation to leads or manager
- Bachelor’s degree or equivalent experience
- 1+ years of experience in a customer service or other customer-facing role
- Experience in a healthcare environment highly preferred
- Experience with Revenue Cycle Management highly preferred
- Familiarity with Intercom, Salesforce & Jira platforms is highly preferred
What the job involves
- The Customer Support Specialist’s main responsibilities are to triage, respond and resolve customer cases. Customer Support Specialists are responsible for troubleshooting and answering how-to questions about the Elation EHR (Electronic Health Record), Elation Billing (Revenue Cycle Management) and Patient Passport applications via email, chat, phone, and screen share.
- Customer Support Specialists collaborate with other members of the support team, as well as other customer facing teams. Customer Support Specialists are building expertise on the Elation EHR (Electronic Health Record), Elation Billing (Revenue Cycle Management) and Patient Passport applications, have excellent attention to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers
- [80%] Field common first response customer and patient cases and cases:
- Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours and resolution within 3 business days
- Responsible for covering urgent-ticket shifts to assist providers who are blocked from caring for their patients and need immediate assistance
- Responsible for developing an in depth understanding of the Elation EHR, Elation Billing and Patient Passport applications. Most support tickets will require basic troubleshooting skills and the ability to point customers towards our resources
- Foster trusted relationships with our graduated users by addressing customer service requests through email, chat, phone or screen share
- [20%] Collect pertinent information from customers and escalate complex cases to Senior Customer Support Specialists
- Participate in weekly urgent shift rotations after two-three months in the role
- Participate in 2 to 3 weekend/holiday on-call rotations per year
Our take
Each year, inefficient clinical care contributes to more than $750 billion lost in the United States to various pitfalls in the healthcare system. Elation Health is a healthcare company that sets to change this narrative by improving the physician-patient relationship.
It takes a network approach to patient data, allowing physicians to interact and deliver better services and care. For example, the platform gives professionals in any location the ability to access records, review reports, contact patients, and send prescriptions, as well as offer virtual care in the form of video calling.
The platform is used by over 25,000 clinicians that care for millions of patients. The patient scheduling software market is a very busy market, packed with others offering similar products, however, Elation's continued innovation keeps it competitive.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2022
$50m
SERIES D
Dec 2020
$40m
SERIES C
Total funding: $108.5m
Company benefits
- FSA
- Life insurance
- Equity
- Home office & food stipends
- Work from home opportunities
- Health insurance
Company values
- Focus
- Transparency
- Performance
Company HQ
Mission District, San Francisco, CA
Articles
Leadership
Kyna Fong
(CEO)Started out at UBS and JP Morgan, and was an Assistant Professor of Economics at Stanford. Is a member of YPO.
Conan Fong
(CXO)Studied at McGill and Johns Hopkins. Was a consultant at the Courtyard Group.
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