Customer Service Tech

The Fountain Group; Austin (TX); On-site; USD 30,000 - 32,000; Full time

Job summary

The Fountain Group is seeking a Patient Support Specialist / Therapy Navigator in Austin, TX. You will handle inbound and outbound calls with patients, educate them on available therapies, and build supportive relationships throughout their therapy journey.

The role requires 3+ years in healthcare customer service or related fields, strong phone-based communication, CRM (Salesforce) familiarity, and meticulous documentation to ensure regulatory compliance and high-quality patient care.

Qualifications

• 3+ years of customer service or patient support in healthcare preferred.
• Associate degree preferred; relevant experience may substitute for education.
• Strong phone-based customer service and communication skills.
• Experience navigating CRM systems and Microsoft Office; Salesforce/CRM a plus.

Responsibilities

• Handle inbound and outbound calls with prospective and current patients.
• Educate patients on available therapies, products, and support resources.
• Build positive, supportive relationships with patients throughout their therapy journey.
• Gather and document detailed patient information accurately in a CRM.
• Provide follow-up support and connect patients with appropriate resources.
• Escalate questions or concerns to internal teams per procedures.
• Communicate with empathy and compassion during patient interactions.
• Collaborate with internal teams to provide a positive patient experience.
• Maintain accurate documentation and comply with procedures and regulatory requirements.

Skills

Customer service

Phone support

CRM

Empathy

Documentation

Education

Associate degree preferred

Tools

Salesforce

Job description

Patient Support Specialist / Therapy Navigator

Location: Austin, TX
Pay: $22–$23/hour
Industry: Healthcare / Medical Technology

We are seeking a compassionate and customer-focused Patient Support Specialist to join a Therapy Navigation team supporting patients using chronic pain and neurological disorder therapies.

This position is ideal for someone with experience in patient support, healthcare customer service, call center support, medical device/medtech, or healthcare sales/customer service who is comfortable educating patients and providing a high level of service over the phone.

Responsibilities

• Handle inbound and outbound calls with prospective and current patients.
• Educate patients on available therapies, products, and support resources.
• Build positive, supportive relationships with patients throughout their therapy journey.
• Gather and document detailed patient information accurately in a CRM.
• Provide follow-up support and connect patients with appropriate resources.
• Escalate questions or concerns to the appropriate internal teams according to established procedures.
• Communicate with empathy and compassion during patient interactions.
• Collaborate with internal teams to provide a positive patient experience.
• Maintain accurate documentation and comply with established procedures and regulatory requirements.

Qualifications

• 3+ years of customer service, patient support, sales, or marketing experience, preferably within healthcare, medical device, medtech, or a related environment.
• Associate degree preferred; relevant experience may substitute for education.
• Strong phone-based customer service and communication skills.
• Ability to communicate with patients in an empathetic, professional manner.
• Comfortable handling a high volume of inbound/outbound calls.
• Strong computer skills with the ability to navigate multiple programs while speaking with callers.
• Microsoft Office experience required; Salesforce/CRM experience is a plus.
• Strong documentation, organization, follow-up, and attention to detail.
• Ability to understand and communicate technical or scientific information.
• Medtech experience is preferred, but not required.