Technology Support Patient Experience Advocate
About Midi Health
Midi is on a mission to bring compassionate, high quality medical care to women 40+, and to offer a new standard of care for women in midlife.
Midi Health is the only comprehensive virtual care clinic health solution for women ages 40 to 65 navigating midlife hormone transition. Our platform provides care designed by experts, scaled by technology, and delivered by trained and compassionate clinicians. All of our services are covered by insurance, and we offer convenient access to clinical care through telehealth visits, 24/7 messaging, at-home testing, and home delivery of supplements and other products.
The Technology Support Patient Experience Advocate will report to the Head of Patient and Care Team Experience. This position is a critical member of the team leading to provide an exceptional experience for our patients through their technical support issues. This role will be a great fit for you if you are passionate about making a difference in women's health, are energized by delivering high customer satisfaction, and think strategically about process improvement and scalability.
Key responsibilities:
- Own the day-to-day response and escalation pipeline for patient tech support, including phone, email, and Slack messages
- Provide feedback and analysis to the experience team. Surface key insights and opportunities to create usability improvements
- Proactively identify technical issues and report them to manager for review and escalation
- Ability to troubleshoot technical issues on a variety of platforms creatively and efficiently
- Create and maintain documentation of technical support instructions to be utilized by other team members
- Ability to maintain a high level of professionalism and calm while managing competing priorities
- Be willing to participate in a culture of innovation, collaboration, and continuous improvement as part of the advocacy team and across the organization
- Create educational materials for basic technology support for other patient service departments
- Train patient service departments on relevant technology implementations, platforms, and SOP updates for basic customer service troubleshooting
Qualifications
- 2+ years of experience in technical support on at least tier 2
- Ability to clearly convey technical concepts to non-technical coworkers and patients
- Deep understanding of HIPAA and how to maintain patient confidentiality
- Excellent presentation and interpersonal skills, including excellent written and verbal communication skills
- 2+ years of experience with EHR, preferably AthenaHealth
- 1+ years of experience with customer service platforms, Zendesk preferred
- Must be able to multitask, prioritize, and be solution-oriented
- Bachelor’s degree is preferred
- Bonus for a background in telehealth and Notion
Goals
- In the first 30 days, you will learn Midi services and patient experience to begin troubleshooting tier 1 support requests
- In 60 days, you will be able to confidently reply to all technical support tickets. Escalating to patient recovery and product as needed
- In 90 days, you will use your knowledge of Midi to create and maintain troubleshooting guides and documentation for internal and external use