Patient Support Associate

Remote - Canada /
Support – Patient Support /
Part Time
About Cloud DX
 
Cloud DX is an industry leader in digital health care, virtual care, remote patient monitoring hardware and software. The company’s award-winning solutions enable chronically ill patients to stay at home and out of the hospital, drastically improving health outcomes while, at the same time, significantly reducing costs to treat the most expensive patients in the healthcare system. Cloud DX is relentlessly committed to serving patients, driving Innovation, delivering results, and making a difference in communities across North America and globally. The Company was founded in 2014 and has grown into a leader in the Virtual Care Market in North America. The current COVID crisis has accelerated the adoption of virtual care in our markets and Cloud DX is investing in expanding our US Sales and Marketing efforts.



The Role
Cloud DX is growing, and we are looking for a part-time Patient Support Associate to assist our customers with any questions they may have when using our products. Reporting to the Manager, Support and Experience, you will be responsible for contacting patients and ensuring they are able to complete their daily monitoring requirements, escalating calls that require technical troubleshooting.  

What You'll Do

    • Optimize the customer, clinicians and patients, experience by providing outstanding customer service.  
    • Answering our Customer Support line, live chat and email channels triaging where necessary. 
    • Ensure records and correspondence are recorded correctly in the customer    relationship management system when completing compliance calls. 
    • Follow-up and make scheduled call backs to customers where necessary. 
    • Assist in the assignment of the internal support ticketing system, determining appropriate next steps and escalating priority issues when needed. 
    • Stay current with system information, changes and updates. 
    • Gather feedback regarding our products and services while interacting with patients, promoting best practices and cementing relationships. 
    • Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software. 

Who You Are

    • You are a team player.  You are approachable, enjoy seeing others succeed, and love to jump in and support when needed.  
    • You aren’t afraid to hop on a call. You have strong communication skills, excellent telephone etiquette, and the ability to evaluate and respond to an array of inquiries quickly.️ 
    • You’re Flexible!  This role will primarily support Monday – Friday, 11 AM – 4 PM (ET); however, there may be the requirement to accommodate the occasional weekend or evening shift. 
    • You're a multi-tasker.   You have experience with a high volume of requests with ease.  
    • You enjoy helping others. You have the ability to listen and align the patient/client with appropriate resources.  
    • You have an entrepreneurial spirit. You love finding the answer to a problem, you are quick to research when you don't know something to find a solution, but you also know when it's time to escalate and ask for help. 

Bonus

    • Diploma in Business or Health Service Field experience. 
    • Bilingual French
Cloud DX is an equal opportunity employer. We thrive on diversity and are committed to creating an inclusive environment that represents a variety of backgrounds, perspectives, experiences, and skills. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.