Customer Support Specialist

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love.

Elation Health is searching for a Customer Support Specialist who brings strong technology skills and exceptional communication to every interaction—driven to reinforce primary care by providing clear, responsive support to clinicians and practice teams. In this role, your expertise ensures our EHR and Patient Passport products operate seamlessly, empowered by advanced technology—including AI-driven tools that help streamline troubleshooting and case resolution for clinicians nationwide.

Responsibilities

Operational Support & Case Management

• Provide responsive Tier 1 technical and functional support via phone, email, and screenshare for clinicians and practice teams using Elation’s products.
• Utilize AI-enhanced support platforms to quickly diagnose, resolve, and escalate complex technical issues—delivering faster, more accurate outcomes for clinicians and practice teams.
• Own advanced, workflow-impacting cases—independently analyze, resolve, and escalate technical issues that directly affect clinical care and practice productivity.
• Manage your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality)— for impactful support.
• Build lasting partnerships with clinicians by advocating for their needs; every interaction reinforces their trust, and advances medicine’s craft.

Strategic Advocacy & Process Enhancement

• Identify root causes and trends across support tickets, thoroughly documenting your workflows, and utilizing self-service tools.
• Leverage AI-powered analytics to identify root causes and trends across support tickets, recommending improvements to workflows, product experience, and self-service documentation.
• Collaborate cross-functionally with Product, Engineering, Revenue Cycle, and Customer Success—your frontline insights shape our products and processes.
• Use creative solutions, and emerging operational challenges to drive continuous team learning and support evolution.

Continuous Learning & Urgent Response

• Participate in weekly urgent shift rotations, and deliver immediate, critical support during 2-3 weekend/holiday on-call rotations annually—ensuring clinicians never go without vital assistance.
• Intensive 8-week onboarding and training focused on product knowledge, care standards, performance frameworks and hands-on use of AI-enabled tools and platforms, ensuring you’re equipped to deliver best-in-class technical support in an evolving clinical landscape.
• Stay current with EHR and SaaS support tools—including AI-assisted platforms—embracing change and building expertise to meet evolving clinical challenges.

If you’re a highly ambitious recent graduate, driven to learn fast and make a difference for clinicians, we encourage you to apply—Elation Health offers robust onboarding and ongoing training, but be ready for a steep learning curve as you master our industry-leading products, with support from a team committed to seeing you grow and succeed.

Required Skills

• Bachelor’s degree or equivalent experience.
• Strong troubleshooting, multitasking, and critical thinking skills; you pivot seamlessly between complexity and clarity.
• Confident communicator—able to translate technical concepts into actionable, user-friendly advice.
• Self-driven and organized; you prioritize issues that impact patient care and advocate relentlessly for clinician success.
• Empathetic, adaptable, results-oriented—the pressure of a fast-paced environment energizes you.

Preferred Skills

• 2+ years in a customer-facing role: technical support, SaaS, or healthcare technology.
• Exposure to Revenue Cycle Management, EHR workflows, and SaaS platforms (Salesforce, Jira, Intercom, Slack, AI-enabled support tools).
• Proven ability to apply emerging AI technologies to streamline troubleshooting, documentation, or support workflows.
• Proven success in supporting clinicians, championing product/process improvements, and driving measurable outcomes remotely.
• Background in medical billing, clinical administration, or practice management.

Salary: $50,000/yr USD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment. We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status. Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.