Support Specialist

About Fabric Health

About the Role

• Our clinical operations run 24/7, this role requires a flexible, rotating schedule that covers evenings, weekends, and holidays to maintain our standard of care.

What You'll Do

• Provide Tier 1 technical support and facilitate patient onboarding via email, chat, and phone.
• Troubleshoot technical problems for patients, providers, and other customers navigating the virtual platform.
• Investigate, triage, and resolve patient issues professionally to ensure a positive and seamless visit.
• Create a welcoming and professional environment for all users by demonstrating exceptional customer service and telephone etiquette.

• Perform essential point-of-service activities, including visit preparation, payment collection, patient tracking, and prescription handling.
• Facilitate administrative tasks such as entering and maintaining confidential patient information and performing telephone triage.
• Adhere strictly to HIPAA compliance policies and procedures, documenting all customer interactions meticulously within Zendesk.

• Utilize AI-driven support tools, such as Zendesk AI and automated triage workflows, to enhance response times and elevate the quality of care.
• Collaborate with cross-functional teams, including clinical staff and Tier 2 Technical Support, to relay customer feedback for product improvements.
• Contribute to the accuracy and user-friendliness of documentation, guides, and FAQs to empower customers to find solutions independently.

Why You Might Be a Good Fit

• You are deeply committed to providing exceptional customer care and thrive on making a positive impact on a patient’s healthcare journey.
• You communicate clearly and effectively with a diverse patient population, demonstrating empathy and professionalism in every interaction.
• You have a knack for troubleshooting technology issues and excel at explaining features and providing clear instructions to others.
• You are highly organized and can successfully adapt to change, managing multiple tasks and shifting priorities in a fast-paced clinical environment.
• You are comfortable leveraging modern AI tools and software to speed up your workflows and improve customer response times.
• You operate with sound judgment and are comfortable working independently with minimal supervision.

This Might Not Be The Right Fit If...

• You prefer a role with a narrow scope that does not involve blending administrative tasks with technical troubleshooting.
• You are uncomfortable with the fast-paced and occasionally hectic nature of a frontline healthcare support role.
• You struggle with the meticulous record-keeping and data entry required when handling confidential PHI.
• You are unable to work a flexible, mandatory rotating schedule that includes nights, weekends, and holidays.
• You prefer working in isolation rather than actively collaborating with clinical staff and technical teams.
• You are resistant to adopting AI workflows or learning new technologies to optimize your daily tasks.

Your Qualifications

• 4+ years of customer service experience.
• Ability to work a mandatory rotating shift schedule, including evenings, weekends, and holidays.
• Experience leveraging AI tools to draft communications or streamline administrative workflows.
• Familiarity with Assembled WFM, Rippit QA, and Google Workspace.
• Proven ability to troubleshoot and resolve general technology issues alongside technical teams.
• Exceptional listening, verbal, written, and interpersonal communication skills.
• Demonstrated ability to shift priorities successfully in a fast-paced environment with keen attention to detail.
• Keen attention to detail, strong time management, sound judgment, and the ability to work independently in a fast-paced, sometimes hectic environment.

Bonus Points

• Knowledge of medical terminology.
• High typing proficiency of at least 30 words per minute.
• Working knowledge of Apple iOS or MS Windows-based environments.
• Experience with EMR.

At Fabric, we believe that a diverse workforce is essential to our success. We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. We actively encourage individuals from all backgrounds to apply.

Recruitment Fraud Alert: Protect Yourself

• Verify the Domain: Official recruitment emails will only come from addresses ending in @fabrichealth.com or @gem.com. No other domain names are legitimate.
• Official Interview Tools: We use Gem for our recruitment process and Google Meet for all video interviews. Google Meet is always the platform used for your first interview; you will never be sent a Zoom link to set up or conduct an initial interview. All interviews are conducted via video unless specifically stated by our team as an audio call. We never conduct interviews via chat, social media, Skype, or WhatsApp.
• Zoom Usage: Zoom is utilized only for specific meetings set directly by our team for purposes outside of the standard interview process (e.g., coordination or onboarding discussions). It is never the first link you will receive from us.
• Authorized Contact & Texting: Fabric will only contact you if you have submitted an application or if you are connected to a current employee who shared your information with us. We will only send text messages if you have provided explicit authorization and consent, either through your application or while communicating directly with our team. If you have not explicitly authorized us to reach out, treat any SMS or unsolicited outreach as fraudulent and do not respond.
• Sensitive Data: We will never ask you for sensitive personal or financial documents (ID, banking info, SSN) during the application, interview, or candidacy stages. All sensitive data is handled through secure internal systems post-offer.
• Verify the Team: You can reference LinkedIn to verify members of our recruiting team; however, please remain vigilant as scammers may create fraudulent profiles. Always cross-reference the sender's email domain with our official @fabrichealth.com address.