Customer Support Specialist I, PST
Sprinter Health
Customer Service
Menlo Park, CA, USA
Posted on Dec 4, 2024
About Us
At Sprinter Health, we're focused on dramatically expanding access to healthcare by reimagining the patient experience—delivered at home and powered by technology for scale.
Sprinter Health is building the clinical and technological infrastructure to realize a future of healthcare untethered. We have a rapidly growing team of visionary leaders who are passionate about increasing access to care, lowering healthcare costs, and improving outcomes for patients.
We’re backed by prominent VC’s, advised by a medical board of industry leaders, and led by former executives, physicians, and engineers from Google, Facebook, Labcorp, and Disney.
About The Role
We are rapidly expanding our operations as we build new partnerships across the healthcare spectrum. We are looking for an experienced, customer-centric individual to grow our customer support team. As a Customer Support Specialist, you are often the first voices of Sprinter Health. We are looking for someone that can use their voice to deliver flawless and timely support to our customers across the nation.
A Day in the Life of a Sprinter Customer Support Specialist:
- Your day will begin by fielding and resolving overnight questions and support requests from our customers and partners
- Throughout the day you will respond to and triage inbound customer questions via phone, email and SMS in a timely manner and in adherence of organizational benchmarks
- As different customer situations arise, you will escalate questions and concerns to other teams for additional support
- This position will assist Clinical Managers and Sprinters with real-time scheduling changes
- Each day you will confirm all appointments have the necessary patient information (insurance information, requisitions, etc.)
- This position will also support clerical work that may be required prior to and after appointments to ensure our Sprinters can focus on delivering high quality care in the home
- This position will also support the Care Coordination team. The work will include confirming PCP fax information, obtaining missing appointment information, providing appointment updates, and identifying areas for workflow improvement.
- Additional responsibilities and/or projects as designated, encompassing enhancements to processes and the facilitation of cross-training across various departments.
Skills and Requirements:
- Fluency in Spanish-
- At least 3+ years of relevant experience in customer or patient service, healthcare required-
- Preferred: experience working with Zendesk
- Proficiency in using electronic health record (EHR) systems and other healthcare software-
- Experience coordinating with national labs such as Quest or Labcorp. This can include but not limited to requisition review, issue investigation, result tracking)
- Excellent organizational skills and attention to detail to ensure accuracy in appointment documentation and record-keeping
- Strong communication and interpersonal skills, with the ability to effectively liaise between clinical and administrative teams
- Ability to adapt to changing priorities and work effectively in a fast-paced environment.
- Commitment to maintaining patient confidentiality and delivering high-quality, patient-centered care.
About You:
- You will thrive at Sprinter Health if:
- Flexibility, humility, and a sense of humor are your key personality traits-
- You excel at last minute problem solving and out of the box thinking
- You are highly organized and love to follow a process
- You over communicate both in writing and in words
- You know how to prioritize tasks and escalate situations when necessary
- You have experience working in an on-demand service or healthcare environment
- You thrive in a fast paced, high pressure environment
- You have a calm and understanding demeanor and the ability to empathize with customers' frustrations and needs
The Fun Stuff:
- Health insurance benefits (PPO / HMO / HSA, 100% of family premiums paid)
- Dental / vision / wellness benefits
- 401k matching
- Unlimited PTO
- Generous parental leave (4 months for the birthing parent, 3 months for a partner, 100% paid)