[Who We Are]
Spire Health is building the future of remote patient monitoring. We give physicians insights into their patients health between doctor visits, helping them better manage high-risk chronic disease patients. In particular, we serve patients in the U.S. who have chronic respiratory diseases (COPD, Asthma) with a novel sensor and algorithm system that identifies changes in a patient's health.
Our customers and partners include Stanford University, Brigham and Women’s Hospital (Harvard), New York Presbyterian and pulmonary disease specialists across the country.
[What we need]
An experienced Customer Success Agent who can support a medical, research, and consumer-based customers across several platforms and work in an extremely fast-paced and scaling start-up environment. Must be able to work 8-5 M-F EST.
[What you’ll do]
Manage queues of calls, emails and chats for medical patients, consumers, and research participants
Proactively identify and troubleshoot issues through outbound onboarding and compliance calls
Troubleshoot device, account, app and dashboard issues using a variety of platforms and different tools
Place orders, process returns, and track the status of all inventory shipped to customers
Continually monitor and update our medical, consumer, and research knowledge bases
Test, debug and provide feedback on our apps and products as they evolve
Triage incoming calls and emails and route to the appropriate teams or team members
Manage social media traffic and follow up with all issues or general inquiries
Adapt to constant product, process and platform updates in a fast moving and growing tech company
Be compassionate while working with the elderly and often sick patients who need assistance using our technical products - take ownership of cases and focus on retention
Manage a variety of projects related to remote patient monitoring, clinical trials, product refinement, bug reporting, patient and employee onboarding, and others as needed
[Who you are]
3+ years Customer Service / Customer Success Experience
1+ years working in the Medical Industry and with elderly or sick patients
Experience troubleshooting different types of devices and following complex processes in real time
Great with technology - have an understanding of ticketing systems (ideally Zendesk) and have the ability to pivot and quickly learn new platforms and processes
Very organized and detail oriented
Quick thinker, fast learner, multi-tasker
Flexible, open to new challenges, and ready to work hard and efficiently
Patient, kind, empathetic and able to create and deliver a great customer experience
Previously worked in a growing or scaling tech company
Completed HIPAA Training and understand HIPAA compliant environments
Experience with Zendesk, JIRA, Instabug, Shopify, Airtable, Looker, and SQL
Familiar with complaint handling in an FDA environment - CAPA, non-conformance, etc
[What we can offer]
Work from home, **8am-5pm M-F EST**
6-month contract with path to full time employment
[Why join us?]
Why join Spire Health?
On top of an innovative work atmosphere and a chance to help patients struggling with chronic disease, we offer competitive pay and an extensive benefits package for all full-time employees (including 99% coverage of medical, dental, vision and 401(k)). In addition, work with a fun, close-knit team and have significant opportunities to grow and truly make an impact on the healthcare system.