Customer Support Specialist

PicnicHealth, Inc.

Healthcare needs good data. At PicnicHealth, we are building deep real-world datasets fueling cutting edge research while giving patients control of their own medical record data. These complete, clinically-rich datasets produce unique insights - across dozens of diseases - to ultimately get the right treatments into patients' hands faster. We do this by working directly with patients and leveraging state of the art machine learning and human curation to transform messy medical records into structured, research-ready datasets. To date, we've helped tens of thousands of patients securely access their records and proactively contribute to advancing research in diseases that impacts their lives. We partner with some of the largest life sciences companies (including 10 of the Top 30) and have raised more than $100M including a recently closed $60M Series C led by B Capital Group, with continued investments from Felicis Ventures and Amplify Partners, who also participated in the Series B.

Only considering candidates who are eligible to work in the USA ⚠️

**About The Role**

At PicnicHealth, we help patients by taking all of the hard work out of managing their medical records, which requires a lot of ongoing contact with our patients. Were looking for a customer-oriented go-getter team-member who can join our growing Customer (Patient) Support team working to help make PicnicHealth a seamless experience. Youll be responsible for stepping in and interacting with patients when we identify a new touch point, develop a special new potential feature, or need to reach out with assistance in making the most of our service. This is a full time, fully remote role, critical to paving the way for improvements in our platform, the service we provide to patients, and the data sets we produce for research.

**About You**

You are highly motivated to help people, with excellent communication skills and a results driven approach to problem-solving. Youre equally confident in any channel patients prefer - on the phone, sending emails, direct messaging, or interacting on social media. On a day-to-day basis, you will be in constant communication with patients, writing talking points for your future conversations, and tenaciously following up to achieve your goals. Youll use your strong people skills and exceptional organization to keep things moving while ensuring patients feel cared for along the way. Your success in the role comes from not only executing on immediate needs, but also from continually helping to improve processes for patients, yourself and the team.


\* Represent PicnicHealth to patients (and occasionally other parties) with the highest levels of professionalism and care.

\* Respond to patients via phone and email, providing answers that are quick, accurate, error-free, and easy to understand.

\* Be the voice of the patient, documenting and tracking patient interactions and resolutions to contribute to product improvements and shape interactions for the future.

\* Help patients get through critical moments with ease by taking a systematic approach to problem-solving and working determinedly to solve any issue that comes your way.

\* Work cross-functionally to understand emerging patient outreach needs, and formulate and execute on plans to get the job done.

\* Proactively reach out to patients (and at times providers) to collect information, follow up on open questions, solicit feedback, or achieve any of a number of other goals.

\* Exercise good judgment and follow internal protocols for protecting patient privacy and confidentiality.


\* You can connect with a diverse set of people from different walks of life and make sure they feel cared for throughout their experience with PicnicHealth.

\* Youre a strong writer. You can craft well-written, friendly, and clear emails with ease.

\* Youre great on the phone. You can make calls to different types of people and keep your composure through any situation.

\* Youre organized, able to multi-task, set priorities, and follow up in a timely, efficient manner.

\* Youre a tenacious problem-solver, devising creative workarounds to challenges and doing what it takes to make things happen.

\* You have good judgment and can exercise discretion, especially in dealing with confidential information.

\* Youre a great team member - constructive, great at building relationships, and share our passion for making the world better for our patients.


\* 2 years + of customer service experience

\* Experience in a phone based role

\* A personal interest in, and a deep empathy for, the patient experience.

At PicnicHealth you get to solve real problems with real solutions, great tech, and great people.

We offer a hybrid set up for our team: team members in the Bay Area can work from the SF office on a flexible schedule; remote team members are expected to travel to in-person meetings 4-6 times a year.

You also get:

\* Competitive salary

\* Comprehensive benefits including above market Health, Dental, Vision

\* Family friendly environment

\* Flexible time off

\* 401k plan

\* Free PicnicHealth account

\* Equipment and internet funds for home office set up

**COVID-19 Policy**

We require proof of vaccination for COVID-19, except those with medical or religious exemptions.

**Equal Opportunity Statement**

PicnicHealth is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.

This role is mostly managing email customer support, so being a great writer is critical. Tell us about your experience providing customer support through written formats like email or chat. *

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at PicnicHealth are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Gender Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting offic


We collect all your medical records in a secure, digital timeline.

Our Team

We're a team of 340 across 16 departments:

  • operations
  • engineering
  • data science
  • marketing
  • arts and design
  • business development
  • finance
  • human resources
  • information technology
  • support
  • +6 more teams

Desirable Skills and Experience

  • Problem solving
  • Good judgment
  • Communication
  • Organization
  • Customer service

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