Customer Support Specialist (Part Time)

Healthcare needs good data. At PicnicHealth, we are building the world’s highest quality medical datasets - fueling cutting edge research while giving patients control of their health record. These comprehensive, patient-centric, real-world datasets produce unique insights - across multiple therapeutic areas - not available from any other source. We do this by working directly with patients and leveraging state of the art machine learning techniques to transform their messy medical records into structured, accurate, and useful data. Patients then access their data through an easy-to-use, secure online dashboard and choose to participate in, and benefit from, research on their condition along with other PicnicHealth users.

To date, we’ve helped tens of thousands of patients, partnered with some of the world’s largest life science companies (including 10 of the Top 30), and raised more than $35M including from Felicis Ventures, Amplify Partners, and Y Combinator.

And we are just getting started! If you are looking to join a mission-driven, motivated team that is making a real impact across millions of people’s lives, PicnicHealth might just be the place for you.

The Opportunity

At PicnicHealth, we help patients own their own medical records and contribute to medical research anonymously and securely, which requires a lot of ongoing contact with our patients. We’re looking for customer-oriented go-getter team members who are comfortable being constantly on the phone to help with patient support. You’ll be responsible for helping patients by phone, responding to questions, reminding them of upcoming surveys, and requesting additional information. This is a great opportunity for someone interested in digital health, startups, and customer support to get a feel for how things work at a fast growing digital health company.

Hours

This is a remote, W2 role. Needs are ~20 hours per week, with potential to work more depending on demand. We will work with you around your availability but you will need to be online during reasonable calling hours.

As Customer Support Specialist, you will be responsible for:

• Work with the operations team on refining patient support operations and our product team on improving tools and systems. Sharing your insights on how the workflow can be improved is a critical part of your role!
• Track throughput and backlog and communicate metrics to the operations team.
• Reach out to patients by phone to remind them to take surveys, collect information, follow up on open questions, solicit feedback, or achieve any of a number of other goals.
• Troubleshoot any issues that come up and develop workarounds until longer term solutions can be implemented.
• Provide patients with answers that are quick, accurate, error-free, and easy to understand.
• Exercise good judgment and follow internal protocols for protecting patient privacy and confidentiality.
• Represent PicnicHealth to patients with the highest levels of professionalism and care.

You are a strong candidate if you are:

• You’re a great team member - constructive, great at building relationships, and share our passion for making the world better for our patients.
• You have good judgment and can exercise discretion, especially in dealing with confidential information.
• Preferred: 2 years + of working with medical records or in a patient-facing healthcare role
• You’re highly organized, able to multi-task, set priorities, and follow up in a timely, efficient manner.
• You love working in a fast-paced, rapidly changing work environment, and pick up new protocols quickly
• You’re proficient with GSuite and VOIP phones
• You’re great on the phone. You easily connect with different types of people and maintain a level-headed approach even in challenging interactions.
• You’re always thinking about how to make things work better and faster

Perks & Benefits @ PicnicHealth

• Competitive pay at $20 / hour
• Highly flexible work hours that fit with your schedule
• Be part of a fast-growing start-up and learn how it operates
• Get mentorship and support, including monthly AMAs with our Head of Patient Operations

Equal Opportunity Statement

PicnicHealth is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.