Medix is hiring: Patient Support Specialist in Plymouth

Schedule: Monday through Friday 8am-430pm

Job Overview:

The Patient Support Specialist is responsible for developing and maintaining strong relationships with patients/customers, acting as their primary point of contact for all matters related to their use of a connected health platform. This role combines technical support with direct patient interaction to ensure a smooth user experience and drive engagement with the device and service.

In addition to front-line support, this position involves back-office administrative tasks and requires both remote and in-person communication with users.

Responsibilities and Duties:

• Monitor patient/customer accounts to identify and address potential issues proactively.
• Respond to inbound support inquiries and serve as the first line of technical assistance.
• Conduct regular follow-ups and well-being check-ins to assess satisfaction and triage concerns.
• Perform outbound calls to assist users with technical issues, usage reminders, and guidance on device features.
• Facilitate successful onboarding of new users through remote product training and support to ensure effective use and adoption of the health platform.
• Provide onboarding and training support via phone, video calls, in-clinic, pharmacy, or home visits as required.
• Perform troubleshooting, technical support, and device replacements when necessary.
• Adhere to internal procedures and guidelines related to customer service, product returns, and issue resolution.

Required Competencies:

• Demonstrated experience in patient or customer support roles.
• Background in healthcare or related fields is a plus.

Personal Attributes:

• Strong customer-first mindset, especially when addressing concerns or complaints.
• Highly organized with excellent communication skills.
• Problem-solving aptitude with sound decision-making ability.
• Attention to detail and capable of managing multiple tasks simultaneously.

Performance Metrics:

• Speed and efficiency in resolving support tickets.
• Effectiveness in resolving customer issues.
• Overall customer satisfaction ratings.

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.