Customer Service Representative at Element Science

Redwood City, California, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

35.0

Posted On

03 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem Solving, Critical Thinking, Empathy, Team Collaboration, CRM Platforms, Microsoft Office, Google Workspace, Documentation, Patient Care, Healthcare Support, Time Management, Escalation Protocols, Operational Efficiency

Industry

Medical Equipment Manufacturing

Description

Element Science, Inc. is a medical device and digital health company focused on developing solutions at the intersection of clinical-grade wearables, machine learning algorithms, and lifesaving therapies in order to address leading causes of death and hospitalization in patients with heart disease, primarily as they transition from the hospital-to-home. By putting the needs of patients and physicians first, our personalized digital devices, which are designed for function, comfort, and ease-of-use, aim to redefine the paradigm of care for these patients. Our first product, a wearable patch defibrillator, is initially targeted at treating the more than 500,000 patients in the US with an elevated temporary risk of potentially experiencing a lethal heart rhythm. Headquartered in San Francisco, our funders include Third Rock Ventures, Google Ventures, Deerfield Healthcare, Qiming Venture Partners USA, Cormorant Asset Management, and Invus Opportunities. SUMMARY OF ROLE: We are seeking a Customer Service Representative who is passionate about delivering exceptional support to patients and their caregivers during critical moments. This is a unique opportunity to join a mission-driven team and directly impact patient lives. 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. QUALIFICATIONS: 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. BENEFITS: Element Science offers a very competitive salary and benefits package including, but not limited to: Stock Options 90% employer-paid medical, dental, and vision insurance Company-paid Basic Life Insurance 401(k) retirement plan (Traditional and Roth) Competitive Paid Time Off Paid Holidays FSA (Flexible Spending Accounts) HSA (Health Savings Account) Employee Assistance Program through PEO The salary for this non-exempt level position will be based on experience and qualifications within an established pay range. Hourly Rate: $30.00 - $35.00 Element Science is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors prohibited by local, state, or federal law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. We are not able to sponsor individuals for employment visas for this job. At this time, we are unable to offer relocation assistance at Element Science.

Responsibilities

Serve as the first point of contact for patients and caregivers, addressing inquiries and concerns with empathy and professionalism. Collaborate cross-functionally to resolve customer issues and ensure a positive experience throughout the customer journey.