Customer Service Representative

Element Science, Inc. is a medical device and digital health company focused on improving outcomes for patients with heart disease. They are seeking a Customer Service Representative to provide exceptional support to patients and caregivers, ensuring timely communication and resolution of inquiries and concerns.

Responsibilities:

• Serve as the first point of contact for patients and caregivers, addressing inquiries and concerns with empathy, professionalism, and urgency
• Manage inbound and outbound communication via phone, email, and SMS, ensuring timely and accurate responses
• Collaborate cross-functionally with Engineering, Product, and Clinical teams to resolve customer issues quickly and effectively
• Support the development and refinement of scalable processes and automation tools that enhance operational efficiency
• Take ownership of escalated issues to ensure prompt resolution and a positive customer and patient experience
• Monitor daily case flow from initiation to resolution, ensuring high levels of satisfaction throughout the customer and patient journey
• Identify emergency situations and follow established escalation protocols to ensure patient safety
• Participate in a rotating on-call schedule and be available to work nights, weekends, and holidays as needed
• Embrace a flexible mindset and proactively support the broader team and business needs

Requirements:

• Bachelor's degree preferred, or equivalent combination of education and professional experience
• Minimum of 3 years of experience in a patient care, healthcare support, or clinical customer service role
• Exceptional interpersonal and communication skills, with the ability to interact empathetically and effectively with patients, caregivers, and internal team members
• Strong critical thinking and problem-solving abilities, particularly in high-pressure, time-sensitive situations
• Demonstrated ability to exercise sound judgment when handling sensitive customer concerns or urgent issues
• Comfortable working both independently and as part of a fast-paced, collaborative team
• Proficient in CRM platforms, phone systems, Microsoft Office, Google Workspace, and general computer literacy
• Strong written and verbal communication, including clear documentation and professional presentation of information