Customer Support Specialist (must work PST hours)

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 VCs, 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.

• 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.
• You 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.).
• You will 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.
• You 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.

• Willingness to work pacific time zone (PST) hours every week day
• At least 2 years of customer or patient service experience in the healthcare industry

• Proficiency using electronic health record (EHR) systems and other healthcare software
• Experience coordinating tasks with national labs such as Quest or LabCorp such as requisition review, issue investigation, result tracking, etc.
• 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
• Preferred: experience working with Zendesk
• Preferred: fluency in Spanish

• are flexible, humble, and have a sense of humor
• excel at last minute problem solving and out of the box thinking
• are highly organized and process-oriented
• communicate effectively when speaking and writing
• know how to prioritize tasks and escalate situations when necessary
• have experience working in an on-demand service or healthcare environment
• enjoy working in a fast paced, high pressure environment
• have a calm and understanding demeanor and the ability to empathize with customers' frustrations and needs

• 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)