Bilingual Healthcare Support Specialist (Remote)

Prevounce-Health; Indianapolis (IN); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Prevounce Health is seeking a bilingual Client Support Specialist to assist English- and Spanish-speaking patients, healthcare providers, and clients from Indianapolis in a hybrid, full-time role. You will respond to inquiries, troubleshoot medical devices and software, and document issues in Zendesk to ensure top-tier service.

The ideal candidate thrives in a fast-paced, technology-driven healthcare environment and collaborates with cross-functional teams to improve support workflows while

Qualifications

• 4+ years of experience in customer service, customer support, helpdesk, or related position.
• Full professional fluency in both English and Spanish, written and verbal, required.
• Strong customer service skills with professional, patient communication.
• Experience using customer support or ticketing platforms; Zendesk experience preferred.
• Comfortable troubleshooting basic technical issues, software platforms, and connected devices.

Responsibilities

• Bilingual Customer Support: Provide professional, timely, and empathetic customer support in English and Spanish through phone, email, and live chat.
• Customer Issue Resolution: Respond to customer inquiries, troubleshoot concerns, and provide clear, effective solutions while ensuring a positive customer experience.
• Technical Assistance: Guide patients and healthcare professionals through medical device setup, software navigation, connectivity issues, and basic technical troubleshooting.
• Helpdesk Management: Manage and document incoming customer support requests using Zendesk, ensuring accurate records, timely follow-up, and efficient resolution.
• Device Support Coordination: Assist customers with device-related concerns and coordinate replacements, returns, or exchanges when necessary.
• Client Communication: Serve as a reliable point of contact for patients, clinical teams, and healthcare practices, providing guidance and support related to Prevounce's products and services.
• Customer Experience Improvement: Identify recurring customer concerns, support trends, and opportunities to improve service processes and customer satisfaction.
• Cross-Functional Collaboration: Partner with Client Success, Product, Engineering, and other internal teams to resolve complex customer issues and improve support workflows.
• Documentation & Reporting: Maintain accurate customer records, support tickets, and tracking information using Zendesk, Google Sheets, and other internal systems.
• Training & Education: Assist with customer training, software demonstrations, troubleshooting guides, and educational resources as needed.
• Quality & Compliance: Maintain confidentiality and protect sensitive patient information in accordance with HIPAA requirements and company policies.

Skills

Bilingual English/Spanish

Customer service

Zendesk experience

Communication skills

Google Sheets

Microsoft Office

Education

High school diploma or equivalent

Tools

Zendesk

Google Sheets

Microsoft Office

Job description

Prevounce Health is seeking a bilingual Client Support Specialist to assist English- and Spanish-speaking patients, healthcare providers, and clients from Indianapolis in a hybrid, full-time role. You will respond to inquiries, troubleshoot medical devices and software, and document issues in Zendesk to ensure top-tier service.

The ideal candidate thrives in a fast-paced, technology-driven healthcare environment and collaborates with cross-functional teams to improve support workflows while