About Fabric Health

About the Role

What You'll Do

• Providing Tier 1 technical support, facilitating patient onboarding, and troubleshooting technical problems for patients, providers, and other customers via email, chat, and phone.
• Performing essential point-of-service activities, such as visit preparation, payment collection, patient tracking, prescription handling, and record tracking, to ensure accuracy and a great patient experience.
• Professionally investigating, triaging, and resolving patient issues to ensure their visit is a positive one.
• Facilitating administrative tasks, including entering and maintaining confidential patient information and performing telephone triage.
• Developing a deep understanding of our products and contributing to the accuracy, quality, and user-friendliness of documentation, guides, and FAQs that help customers find solutions independently.
• Collaborating effectively with cross-functional teams, including clinical staff and the Tier 2 Technical Support team, to ensure the smooth resolution of issues and to relay customer feedback for product improvements.
• Adhering to compliance policies and procedures, and properly documenting all customer interactions within Zendesk.
• Creating a welcoming and professional environment for all users by demonstrating exceptional customer service and telephone etiquette.
• Staying updated with product updates, industry trends, and best practices to offer the most effective support.

Why You Might Be a Good Fit

• You are deeply committed to providing exceptional customer care and thrive on making a positive impact on a patient’s healthcare journey.
• You are an excellent communicator who can work with a diverse patient population and workforce, demonstrating empathy and professionalism in every interaction.
• You have a knack for troubleshooting and resolving general technology issues, and you are great at explaining features and providing clear instructions to others.
• You are highly organized and can successfully adapt to change, managing multiple tasks and shifting priorities in a fast-paced environment.
• You are a critical thinker with sound judgment, and you are comfortable working independently with minimal supervision.

This Might Not Be The Right Fit If...

• You prefer a role with a narrow scope that does not involve both administrative and technical support tasks.
• You are not comfortable with the fast-paced, sometimes hectic nature of a support role.
• You are not passionate about providing a high level of satisfaction and compassion to patients and their families.
• You are not comfortable with the meticulous record-keeping and data entry required for confidential information.
• You prefer working in isolation rather than actively collaborating with a cross-functional team, including clinical staff.

Your Qualifications

• 1-2 years of Customer Service experience.
• Excellent listening, verbal, written, and interpersonal communication skills.
• Demonstrated ability to switch from one task to another successfully in a fast-paced, ever-changing environment and adjust priorities as needed.
• Excellent time management skills.
• Keen attention to detail.
• Good judgment and decision-making capabilities.
• Ability to organize, prioritize, and adapt to change.
• Creative ability and writing proficiency.
• Knowledge of Google Products.
• Familiarity with Zendesk WFM and Maestro QA.
• Ability to partner with others to troubleshoot and resolve general technology issues.
• A desire and commitment to provide the highest level of satisfaction in quality service, caring, and compassion.
• The ability to work independently with minimal supervision in an often-hectic environment.

Bonus Points

• Knowledge of medical terminology.
• The ability to type a minimum of 30 words per minute.
• Working knowledge of Apple iOS or MS Windows-based laptops.

The national pay range for this role is $35,000.00 – $45,000.00 per year. Actual compensation will be determined by factors such as the candidate's geographic market, experience, skills, and qualifications. Certain roles may also be eligible for additional compensation, including a comprehensive benefits package such as medical, dental, vision, unlimited PTO, and a 401(k) plan, stock options and bonuses. If your compensation requirement is greater than our posted range, please still consider applying; a determination can be made based on unique qualifications. Expected compensation ranges for this role may change over time.

• LinkedIn
• Awards
• Press Releases
• Careers Page