Customer Support Specialist

Summary

Join Sprinter Health's growing customer support team as a Customer Support Specialist, providing timely and flawless support to customers nationwide. You will be the first point of contact, handling high-volume inbound and outbound calls, texts, and emails related to patient interactions and clinical staff communications. Responsibilities include resolving overnight inquiries, assisting with scheduling changes, handling clerical tasks, supporting the Care Coordination team, and identifying workflow improvements. This role requires at least two years of high-volume customer service experience in healthcare, proficiency with EHR systems, strong communication skills, and attention to detail. The ideal candidate is flexible, organized, and excels at problem-solving. Sprinter Health offers competitive benefits, including fully paid medical, dental, and vision, flexible PTO, 401(k) matching, generous parental leave, and an annual learning stipend.

Requirements

• At least 2 years of high volume / fast-paced patient / participant / customer service experience in the healthcare industry
• Proficiency using electronic health record (EHR) systems and other healthcare software
• Strong communication and interpersonal skills, with the ability to effectively liaise between clinical and administrative teams
• Excellent organizational skills and attention to detail to ensure accuracy in appointment documentation and record-keeping
• Ability to adapt to changing priorities and work effectively in a fast-paced environment
• Commitment to maintaining patient confidentiality and delivering high-quality, patient-centered care

Responsibilities

• Field and resolve overnight questions and supporting requests from our customers and partners
• Handle a high volume of inbound and outbound calls, texts, and emails, related to patient interactions, clinical staff communications, and other inquiries, ensuring prompt and professional support
• As different customer situations arise, you will escalate questions and concerns to other teams for additional assistance
• Help Clinical Managers and Sprinters (mobile phlebotomists) with real-time scheduling changes
• Handle clerical work that may be required prior to and after appointments to ensure our Sprinters can focus on delivering high quality care in the home
• Support the Care Coordination team by confirming PCP fax information, obtaining missing appointment information, providing appointment updates, and identifying areas for workflow improvement
• Handle additional responsibilities and/or projects as designated, which may include enhancements to processes and the facilitation of cross-training across various departments

Preferred Qualifications

• Experience coordinating tasks with national labs such as Quest or LabCorp such as requisition review, issue investigation, result tracking, etc. is preferred
• Bilingual Spanish a plus
• Experience using Zendesk is preferred

Benefits

• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 11 paid holidays per year
• 401(k) with a match
• 16-week parental leave policy for birthing parent, 8 weeks for a partner, 100% paid
• HSA contributions
• Life insurance, plus short and long-term disability coverage
• Annual learning stipend