Customer Service and Support Associate [Healthcare Account]

• Handle high-volume inbound phone calls, chats, and tickets from healthcare clients, ensuring inquiries are resolved efficiently and in alignment with company OKRs.
• Triage and prioritize cases based on urgency, severity, and impact—especially those involving patient care workflows and clinical data.
• Deliver technical and software support for healthcare users on the DrChrono web and iOS platforms, and Partner information.
• Act as both a support representative and product consultant for our healthcare clients, offering clear guidance and education on our clinical and practice management solutions.
• Proactively identify recurring healthcare-related issues and escalate unresolved or high-impact cases to ensure patient safety and client satisfaction.
• Use internal tools to track customer concerns and collaborate with Sales, Support, and Engineering for seamless case resolution.
• Represent the voice of healthcare professionals and patients relaying product feedback and service insights to internal teams.
• Collaborate with the Account Management team to maintain strong customer relationships and a full understanding of client accounts and workflows.
• Maintain a high level of empathy and customer care, especially when assisting clients dealing with sensitive patient information or time-critical healthcare tasks.
• Contribute to the knowledge base and help identify trends in medical practice support needs; suggest new content for help articles and training.
• Work to exceed team KPIs and personal performance goals, ensuring top-tier customer satisfaction in a healthcare setting.

• 1+ years of experience in a healthcare environment, preferably in a customer-facing, patient support, or clinical operations role.
• 1+ years of technical support experience, with strong troubleshooting abilities related to web/mobile software and EHR platforms.
• Ability to manage a high volume of healthcare-related cases while staying organized and timely.
• Excellent communication and active listening skills, especially when interacting with healthcare providers and support staff.
• Empathetic, proactive, and calm under pressure—able to guide clients through complex issues involving sensitive or urgent patient-related concerns.
• Comfortable working remotely with a global team, balancing multiple priorities with minimal supervision.
• Experience using CRM and ticketing tools like Zendesk and Salesforce is a strong advantage.
• High attention to detail, especially when handling patient or provider data.
• Passionate about delivering exceptional healthcare support, with a desire to improve processes, systems, and the overall patient-provider experience.

• Work from Home
• Medical / Health Insurance

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