Customer Support Specialist
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.
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
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. *
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