AI-Driven Telehealth Support Specialist

Humamaria; United States; Remote; USD 23,000 - 32,000; Full time

Job summary

Fabric Health is seeking a Support Specialist to guide patients and providers through the virtual care journey. You will troubleshoot tech issues, onboard patients, and manage accounts while ensuring HIPAA compliance across Zendesk interactions.

The role demands empathy, speed, and accuracy, with a rotating schedule including mornings, evenings, weekends, and holidays to maintain care standards. AI tools streamline triage and communications.

Qualifications

• 4+ years of customer service experience.
• Ability to work a mandatory rotating shift schedule, including evenings, weekends, and holidays.
• Experience leveraging AI tools to draft communications or streamline administrative workflows.
• Familiarity with Assembled WFM, Rippit QA, and Google Workspace.
• Proven ability to troubleshoot and resolve general technology issues alongside technical teams.
• Exceptional listening, verbal, written, and interpersonal communication skills.
• Demonstrated ability to shift priorities successfully in a fast-paced environment with keen attention to detail.
• Keen attention to detail, strong time management, sound judgment, and the ability to work independently in a fast-paced, sometimes hectic environment.

Responsibilities

• Provide Tier 1 technical support and facilitate patient onboarding via email, chat, and phone.
• Troubleshoot technical problems for patients, providers, and other customers navigating the virtual platform.
• Investigate, triage, and resolve patient issues professionally to ensure a positive and seamless visit.
• Create a welcoming and professional environment for all users by demonstrating exceptional customer service and telephone etiquette.
• Perform essential point-of-service activities, including visit preparation, payment collection, patient tracking, and prescription handling.
• Facilitate administrative tasks such as entering and maintaining confidential patient information and performing telephone triage.
• Adhere strictly to HIPAA compliance policies and procedures, documenting all customer interactions meticulously within Zendesk.
• Utilize AI-driven support tools, such as Zendesk AI and automated triage workflows, to enhance response times and elevate the quality of care.
• Collaborate with cross-functional teams, including clinical staff and Tier 2 Technical Support, to relay customer feedback for product improvements.
• Contribute to the accuracy and user-friendliness of documentation, guides, and FAQs to empower customers to find solutions independently.

Skills

Customer service

AI tools

Communication

Time management

Attention to detail

Independent work

Tools

Assembled WFM

Rippit QA

Google Workspace

Job description

Fabric Health is seeking a Support Specialist to guide patients and providers through the virtual care journey. You will troubleshoot tech issues, onboard patients, and manage accounts while ensuring HIPAA compliance across Zendesk interactions.

The role demands empathy, speed, and accuracy, with a rotating schedule including mornings, evenings, weekends, and holidays to maintain care standards. AI tools streamline triage and communications.