Customer Support Associate

Summary

Join Elation Health as a Customer Support Associate and play a pivotal role in ensuring customer success by providing high-quality technical and functional support for our EHR, Billing/RCM, and Patient Passport applications. You will leverage your expertise to analyze, troubleshoot, and resolve complex customer inquiries while identifying opportunities to enhance our support operations. Success demands strong technical skills, empathy, patience, and a customer-centric approach. You will investigate and resolve complex inquiries, multitask in a fast-paced environment, and proactively identify pain points. Collaboration with internal teams is key to shaping a high-impact support experience. This role involves managing customer cases, troubleshooting technical issues, escalating complex cases, and contributing to process improvements. You will also participate in on-call and urgent support rotations.

Requirements

• Highly empathetic and customer-focused, with a strong desire to advocate for and empower customers in their use of Elation’s products
• Clear and professional communicator, with the ability to translate technical concepts into customer-friendly explanations across multiple support channels
• Proactive problem-solver with strong critical thinking skills; able to independently assess situations and determine appropriate solutions
• Strong collaborator, able to work cross-functionally with internal teams to enhance both the customer experience and internal workflows
• Excellent time management and self-direction, able to prioritize effectively in a fast-paced, dynamic environment without requiring constant oversight
• Detail-oriented and organized, capable of managing multiple complex cases while maintaining accuracy and quality
• Passionate about continuous learning, eager to develop expertise in healthcare technology and Revenue Cycle Management (RCM)
• Adaptable and resilient, thriving in an ever-evolving environment and committed to driving improvements in both individual performance and team processes
• Bachelor’s degree or equivalent professional experience required
• 2+ years of experience in a customer-facing role, preferably in technical support or healthcare technology

Responsibilities

• Serve as a trusted advocate for our customers, ensuring their concerns are heard, understood, and addressed with empathy and urgency
• Independently analyze and resolve technical and workflow-related inquiries from healthcare providers and staff, prioritizing issues that impact patient care
• Utilize investigative skills to diagnose complex software issues, proactively identifying patterns and trends in customer challenges
• Collaborate closely with Product, Engineering, Revenue Cycle Management, and Customer Success teams to drive efficient resolutions and long-term solutions
• Provide clear, professional written and verbal communication to customers across multiple support channels (such as phone, chat, screenshare, e-mail), ensuring a positive and reassuring experience
• Assess cases for complexity and determine when escalation is appropriate, ensuring necessary details are collected and effectively communicated to senior support teams
• Take ownership of high-impact cases, particularly those affecting provider workflows and patient care, advocating for fast-tracked solutions when necessary
• Work collaboratively with peers, leads, and managers to enhance the overall support experience and identify areas for proactive intervention
• Identify opportunities to enhance support workflows, product documentation, and self-service resources, advocating for customer needs and efficiency improvements
• Actively contribute to internal knowledge-sharing by documenting solutions, best practices, and emerging trends in customer challenges
• Relay customer feedback to cross-functional teams, ensuring their experiences inform product and service enhancements
• Participate in weekly urgent shift rotations, ensuring time-sensitive escalations are handled with speed and accuracy
• Provide support during 2-3 weekend/holiday on-call rotations per year, ensuring providers always have access to critical support

Preferred Qualifications

• Experience in Revenue Cycle Management (RCM), healthcare workflows, and electronic health records (EHR) is highly preferred
• Familiarity with Intercom, Salesforce, and Jira is a plus

Benefits

• Salary: $50,000/yr USD or CAD
• Overnight and Dayshift Available