Onboarding and Technical Support Coordinator - Full Time, Part Time, Internship, Co-Op

Binghamton, NY /
Product – Product Management /
Onsite
all.health is at the forefront of revolutionizing healthcare for millions of patients worldwide. Combining more than 20 years of proprietary wearable technology with clinically relevant signals, all.health connects patients and physicians like never before with continuous, data-driven dialogue. This unique position of daily directed guidance stands to redefine primary care while helping people live happier, healthier, and longer.

This role reports to the customer support team and is responsible for onboarding members to all.health platform, providing education and resolving technical issues. They will also act as a liaison between the partner’s care team and all.health. They report any changes or feedback between the two groups as they come up. This position is located in Central New York State.

Responsibilities

    • Help assist members through the entire onboarding experience
    • Assist members in downloading, installing, and configuring Android and iOS applications
    • Assist members with creating and validating accounts on their mobile devices
    • Assist members with understanding how to pair the wrist-worn device with the mobile application
    • Guide and support members on the proper use of the chargers and when to charge the wrist-worn devices
    • Provide hands-on product support through demonstrations and tutorials.
    • This position will be on site in a hospital/clinic setting. Based on project needs some travel may be needed in order to facilitate/fast-track onboarding for patients
    • Proactive communication with the client clinical team to identify patients to be onboarded
    • May be required to complete the onboarding details & process on behalf of the patients
    • May have access to & expected to use basic EMR (Electronic Medical Record) to monitor patient flow as well as access to select PHI (Patient Health Information) for select patients targeted for onboarding
    • Provide ongoing education, training, and support to the Client Care Team
    • Providing on the ground support to the Client Care Team and ensuring they have all the resources they need to care for their members
    • Communicating and educating on any updates or changes to the system
    • Educating and assisting the Client Care Team in using the Admin Portal to add and manage members to the all.health system
    • Assist in getting members onboarded and connected with their assigned clinician
    • Act as a communication hub between the Client Care Team and all.health, including reports of any feedback, needs, or issues they report
    • Provide Technical Support to members through multiple communication channels - Email / CRM, Phone, and Video Call
    • Communicate basic troubleshooting of technical issues for device and App
    • Report issues on issue tracking tools and manage a list of support tickets based on priority

Qualifications

    • One year of technical experience working with consumer devices, Internet-based applications, and services
    • Ability to work with PHI (personal health information) and follow institutional guidelines to maintain patient confidentiality and strictly adheres to data policies in place
    • Passionate about member support with a positive attitude
    • Willing to be a strong advocate of all.health platform when connecting with our members and clinical team
    • Experience and familiarity with iOS and Android apps, including the iOS App Store and Google PlayStore
    • Experience with installing and configuring apps with Bluetooth device connections
    • Experience with issue reporting and ability to debug issues with members and support team
    • Willingness to work remotely with teams in 2 time zones, PST & EST, and adjust work hours accordingly
    • Flexibility to adapt to changes quickly
    • Demonstrated creative problem solvingExcellent written and verbal communication skills in English
    • Experience with Chrome and Safari browsers
    • Basic software development knowledge is a plus
    • Familiarity with tools such as Slack, Jira, and Github is a plus
    • Legally authorized to work in the United States