Technical Customer Support Specialist [Healthcare]

Who we are

Braid Health is an E2E encrypted Medical Imaging platform focused on the development and delivery of an AI-powered diagnostic collaboration platform for radiology and the healthcare industry.

Imagine a world in which everyone can access the best medical expertise regardless of where they live, how much money they have, or what they know. We believe access to medical expertise should be universal.

We’re generalists and truth seekers with a ton of experience (Apple Design, Twitter AI). We’re already helping people now and have an opportunity (and responsibility) to help millions or even billions more!

As a team, we're committed to

• Ensuring privacy and security are always top of mind
• Making sure our impact on patients is positive and measurable
• Pushing for transparency in our relationships with each other, our customers, and our investors
• Investing in each other's growth, both professionally and personally

Objective of this Role

We are seeking an individual with a background in customer service in a clinical setting.

As a Support Specialist, your customers are urgent care clinics and primary care clinics that leverage the Braid teleradiology platform in their practices, and radiologists who utilize the Braid application to conduct their interpretations.

The Support Specialist provides exceptional customer service to any medical personnel or radiologist contacting Braid with questions regarding their software platform or radiological interpretation services. This role requires remarkable communication skills and phone demeanor, quick-thinking, and empathy. You must be positive, highly motivated, eager to learn, and open to adapting to changing priorities and customer needs.

Primary Responsibilities:

• Ensure smooth customer handoffs and escalations with internal teams as needed.
• Respond to customer support inquiries and monitor the incoming tickets in all of our support channels over email, chat, and phone while maintaining SLAs
• Partner with our customers to effectively and expediently resolve questions and ensure the customer’s full satisfaction with their experience.
• Provide L1 support for technical issues across our environment
• Collaborate with internal teams to identify opportunities and continuously improve the customer experience with Braid including participation in ad-hoc projects.
• Develop deep knowledge of the Braid platform and app in order to provide exceptional customer service to medical personnel via telephone, email, and live chat.
• Provide all levels of clinical support for radiology group, including QA, clinical escalations and follow up
• Primary point of contact to support our clinical internal and external customers during assigned operating hours
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
• Thoroughly document all interactions with customers using help desk software.

Shift & Schedule:

• Weekends Required
• Part-time

Requirements/Preferences:

• Medical Assistant or Radiological Technologist degree preferred
• Strong interpersonal and customer service skills
• Understanding of medical terminology/ imaging
• Experience solving problems independently and working effectively in a team environment
• Strong desire to provide total customer support, going further to address customers' needs.
• Strong cross-team collaboration skills.
• Diligent, detail-oriented, methodical, practical, analytical with good project management skills.
• Bachelor’s degree required with at least 2 years of customer support experience, or equivalent work experience with an imaging services provider
• Strong written and verbal communication skills

What we Offer

• Work with bleeding-edge technologies (like Machine Learning) in novel ways, not yet fully mapped to industries
• Fully Remote Work Environment
• An opportunity to significantly improve healthcare around the world.
• Stock options
• Work with a veteran founding team, with a successful track record across the globe
• Excellent Medical, Dental and Vision Insurance through a PPO plan

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