Support Specialist

Fabric Labs, Inc.; Northern (KY); Hybrid; USD 48,712,000 - 66,345,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Paid time off

401(k) plan

Stock options

Bonuses

Job summary

Fabric Labs, Inc. is seeking a Support Specialist to guide patients and providers through their virtual healthcare journey with empathy, precision, and speed.

You will handle onboarding, triage, and resolution of technical issues while maintaining HIPAA compliance and using Zendesk for record-keeping. A rotating, 24/7 schedule is required, including evenings, weekends, and holidays.

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.

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.
• Adhere strictly to HIPAA compliance policies and document all interactions in Zendesk.

Skills

Customer service

Rotating schedule

AI-assisted tools

Google Workspace

Assembled WFM

Rippit QA

Communication

Time management

Tools

Assembled WFM

Rippit QA

Google Workspace

Job description

About the Role

Guide patients and providers through their virtual healthcare journey with empathy, precision, and speed. As a Support Specialist at Fabric, you operate on the front lines of patient care, serving as the critical link between technology and clinical delivery. You untangle technical hurdles, manage patient accounts, and ensure every telehealth visit is seamless and secure under strict HIPAA regulations. You do not just answer tickets; you leverage modern AI tools to streamline triage, draft communications, and resolve issues faster, ensuring patients get the help they need without delay.

SHIFT REQUIREMENT:

• Our clinical operations run 24/7, this role requires a flexible, rotating schedule that covers evenings, weekends, and holidays to maintain our standard of care.

What You'll Do

As a Support Specialist, you will be the primary point of contact for our users, ensuring their success on our platform. Your primary responsibilities will include:

Patient Care & Technical Troubleshooting

• 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.

Administrative Operations & Compliance

• 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.

Continuous Improvement & AI Integration

• 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.

Why You Might Be a Good Fit

• You are deeply committed to providing exceptional customer care and thrive on making a positive impact on a patient’s healthcare journey.
• You communicate clearly and effectively with a diverse patient population, demonstrating empathy and professionalism in every interaction.
• You have a knack for troubleshooting technology issues and excel at explaining features and providing clear instructions to others.
• You are highly organized and can successfully adapt to change, managing multiple tasks and shifting priorities in a fast-paced clinical environment.
• You are comfortable leveraging modern AI tools and software to speed up your workflows and improve customer response times.
• You operate with sound judgment and are comfortable working independently with minimal supervision.

This Might Not Be The Right Fit If...

• You prefer a role with a narrow scope that does not involve blending administrative tasks with technical troubleshooting.
• You are uncomfortable with the fast-paced and occasionally hectic nature of a frontline healthcare support role.
• You struggle with the meticulous record-keeping and data entry required when handling confidential PHI.
• You are unable to work a flexible, mandatory rotating schedule that includes nights, weekends, and holidays.
• You prefer working in isolation rather than actively collaborating with clinical staff and technical teams.
• You are resistant to adopting AI workflows or learning new technologies to optimize your daily tasks.

Your 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.

Bonus Points

• Knowledge of medical terminology.
• High typing proficiency of at least 30 words per minute.
• Working knowledge of Apple iOS or MS Windows-based environments.
• Experience with EMR.

Compensation and Benefits

The national hourly pay range for this role is $17.00 – $23.00 per hour. Actual compensation will be determined by factors such as the candidate's geographic market, experience, skills, and qualifications. Certain roles may also be eligible for additional compensation, including a comprehensive benefits package such as medical, dental, vision, paid time off, and a 401(k) plan, stock options and bonuses. If your compensation requirement is greater than our posted range, please still consider applying; a determination can be made based on unique qualifications. Expected compensation ranges for this role may change over time.

• Medical
• Dental
• Vision
• Paid time off
• 401(k) plan
• Stock options
• Bonuses