Support Specialist

At Fabric Health, we are powering boundless care by solving healthcare's biggest challenge: clinical capacity. We aren't here to disrupt healthcare; we're here to fix it. We unify the care journey from intake to treatment, using intelligent automation to remove administrative burdens and make care delivery 2-10x more efficient. Our technology empowers clinicians to move faster and focus on what matters most: the patient.

We are a mission-driven team of brilliant minds trusted by leading organizations including Intermountain Health, OSF Health Care, SSM Health, and MUSC Health. Our vision is backed by premier investors such as Thrive Capital, GV (Google Ventures), General Catalyst, and Salesforce Ventures. We move quickly for good reason, listen deeply to solve big challenges, and build products with the same care and quality we'd want for our own loved ones.

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Guide patients and providers through their virtual healthcare journey with empathy, precision, and speed. As a Support Specialist at Fabric, you operate on the front lines of patient care, serving as the critical link between technology and clinical delivery. You untangle technical hurdles, manage patient accounts, and ensure every telehealth visit is seamless and secure under strict HIPAA regulations. You do not just answer tickets;

you leverage modern AI tools to streamline triage, draft communications, and resolve issues faster, ensuring patients get the help they need without delay.

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

As a Support Specialist, you will be the primary point of contact for our users, ensuring their success on our platform. Your primary responsibilities will include:

• 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.

• 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…