At AMC Health, we practice advanced virtual caregiving. Using a whole-person care approach, we go beyond simply monitoring patients to enhance all aspects of their care—including medical health, mental health, health literacy, and health equity.

Our platform supports clinicians throughout the care continuum—from patient enrollment to daily monitoring and timely interventions—helping deliver better outcomes while allowing patients to receive care in the comfort of their homes.

Powered by a robust repository of proprietary patient data and advanced machine learning models, our platform analyzes patient information in real time to optimize clinical workflows, identify risk earlier, and support more proactive care.

Position Overview

The Customer Support Specialist provides exceptional support to patients, caregivers, and healthcare partners by assisting with telehealth device setup, troubleshooting technical issues, and responding to service-related inquiries.

This role is critical to ensuring a positive patient experience and the successful use of remote patient monitoring (RPM) technology. The ideal candidate demonstrates strong empathy, excellent communication skills, and the ability to resolve patient and technical issues efficiently in a fast-paced, remote call center environment.

Customer Support Specialists serve as a key touchpoint between patients and the clinical care team, helping ensure patients remain engaged and supported throughout their remote care journey.

Essential Job Functions

• Provide exceptional customer service to patients, caregivers, and healthcare partners
• Manage a high volume of inbound and outbound calls related to patient onboarding, device support, and service inquiries
• Assist patients with remote installation and setup of telehealth monitoring devices
• Troubleshoot device connectivity issues including Bluetooth, modem, and basic technical functionality
• Educate patients on the proper use of monitoring equipment and help build confidence with remote care technology
• Make outbound calls to prepare patients for device delivery and onboarding
• Participate in targeted outbound calling campaigns related to patient engagement and device activation
• Accurately document all patient interactions, technical issues, and resolutions in the company’s CRM or support systems
• Maintain compliance with HIPAA and patient confidentiality standards
• Escalate unresolved patient concerns or clinical-related issues to appropriate internal teams
• Collaborate with internal departments including Clinical Operations, Logistics, and Technical Support
• Support escalated cases through resolution to ensure patient satisfaction
• Follow established department procedures, documentation standards, and workflow processes
• Perform other duties as assigned by management

Performance Expectations & Key Metrics

Customer Support Specialists are expected to meet departmental service standards and performance metrics, which may include:

• Calls handled per day
• Ticket resolution volume
• First-call resolution rate
• Call quality scores
• Patient satisfaction scores
• Documentation accuracy and completeness
• Adherence to schedule and productivity standards

Competencies Required

• Excellent customer service and patient support skills
• Strong active listening and problem-solving abilities
• Ability to communicate clearly and empathetically with patients of varying technical comfort levels
• Strong organizational and time management skills
• Ability to manage high call volumes in a fast-paced support environment
• Ability to work independently in a remote environment
• Strong attention to detail and documentation accuracy
• Ability to remain calm and professional when handling frustrated or distressed patients
• Ability to build meaningful and productive relationships with patients, colleagues, and clients
• High level of accountability and reliability
• Bilingual Spanish language skills preferred

Education and Experience Requirements

• High school diploma required; Associate degree preferred
• Minimum of 2 years of experience in a call center, technical support, or patient support environment
• Experience supporting healthcare, telehealth, or remote patient monitoring programs preferred
• Experience assisting elderly or chronic-care patients preferred
• Strong computer proficiency and ability to navigate multiple systems simultaneously
• Experience with CRM, ticketing, or customer support platforms preferred
• Working knowledge of Bluetooth and modem-based connectivity troubleshooting required
• Ability to type minimum 30 WPM while speaking with patients

Technology & Systems Exposure (Preferred)

Experience with the following systems is preferred:

• CRM or patient support systems
• Telehealth or remote patient monitoring platforms
• Basic device connectivity troubleshooting

Remote Work Requirements

• Dedicated quiet workspace suitable for confidential patient conversations
• Reliable high-speed internet connection
• Ability to maintain productivity and performance expectations in a remote environment
• Comfortable working independently while collaborating with distributed teams

Work Schedule Expectations

• Ability to work scheduled shifts within a call center environment
• Flexibility to support extended hours, weekends, or rotating schedules as business needs require
• Reliable attendance and adherence to assigned schedules

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk, listen, and operate computer equipment. The employee may occasionally stand, walk, or lift objects up to 25 pounds.

Disclaimer

The above statements describe the general nature and level of work performed by employees assigned to this role and are not intended to be an exhaustive list of all duties, responsibilities, or qualifications required.

Employment with AMC Health is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause or notice.

Equal Opportunity Employer

AMC Health is an equal opportunity employer and ensures that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.