Healthcare needs good data. At PicnicHealth, we are building the world’s highest quality medical datasets - fueling cutting edge research while giving patients control of their health record. These comprehensive, patient-centric, real-world datasets produce unique insights - across multiple therapeutic areas - not available from any other source.  We do this by working directly with patients and leveraging state of the art machine learning techniques to transform their messy medical records into structured, accurate, and useful data. Patients then access their data through an easy-to-use, secure online dashboard and choose to participate in, and benefit from, research on their condition along with other PicnicHealth users. 

To date, we’ve helped tens of thousands of patients, partnered with some of the world’s largest life science companies (including 10 of the Top 30), and raised more than $35M including from Felicis Ventures, Amplify Partners, and Y Combinator. 

And we are just getting started! If you are looking to join a mission-driven, motivated team that is making a real impact across millions of people’s lives, PicnicHealth might just be the place for you. 

The Opportunity 

At PicnicHealth, we help patients by taking all of the hard work out of managing their medical records, which requires a lot of ongoing contact with our patients. We’re looking for a customer-oriented go-getter team-member who can join our growing Customer (Patient) Support team working to help make PicnicHealth a seamless experience. You’ll be responsible for stepping in and interacting with patients when we identify a new touch point, develop a special new potential feature, or need to reach out with assistance in making the most of our service. This is a full time, fully remote role, critical to paving the way for improvements in our platform, the service we provide to patients, and the data sets we produce for research.

About You 

You are highly motivated to help people, with excellent communication skills and a results driven approach to problem-solving. You’re equally confident in any channel patients prefer - on the phone, sending emails, direct messaging, or interacting on social media. On a day-to-day basis, you will be in constant communication with patients, writing talking points for your future conversations, and tenaciously following up to achieve your goals. You’ll use your strong people skills and exceptional organization to keep things moving while ensuring patients feel cared for along the way. Your success in the role comes from not only executing on immediate needs, but also from continually helping to improve processes for patients, yourself and the team. 

Responsibilities

• Represent PicnicHealth to patients (and occasionally other parties) with the highest levels of professionalism and care. 
• Respond to patients via phone and email, providing answers that are quick, accurate, error-free, and easy to understand. 
• Be the voice of the patient, documenting and tracking patient interactions and resolutions to contribute to product improvements and shape interactions for the future. 
• Help patients get through critical moments with ease by taking a systematic approach to problem-solving and working determinedly to solve any issue that comes your way.  
• Work cross-functionally to understand emerging patient outreach needs, and formulate and execute on plans to get the job done.
• Proactively reach out to patients (and at times providers) to collect information, follow up on open questions, solicit feedback, or achieve any of a number of other goals.  
• Exercise good judgment and follow internal protocols for protecting patient privacy and confidentiality.

Skills:

• You can connect with a diverse set of people from different walks of life and make sure they feel cared for throughout their experience with PicnicHealth.
• You’re a strong writer. You can craft well-written, friendly, and clear emails with ease.
• You’re great on the phone. You can make calls to different types of people and keep your composure through any situation.
• You’re organized, able to multi-task, set priorities, and follow up in a timely, efficient manner.
• You’re a tenacious problem-solver, devising creative workarounds to challenges and doing what it takes to make things happen.  
• You have good judgment and can exercise discretion, especially in dealing with confidential information. 
• You’re a great team member - constructive, great at building relationships, and share our passion for making the world better for our patients.

Experience:

• 2 years + of customer service experience
• Experience in a phone based role
• A personal interest in, and a deep empathy for, the patient experience. 
• Preferred: 2 years + of working with medical records or in a patient-facing healthcare role

Perks & Benefits @ PicnicHealth

At PicnicHealth you get to solve real problems with real solutions, great tech, and great people. 

We offer a hybrid set up for our team: team members in the Bay Area can work from the SF office on a flexible schedule; remote team members are expected to travel to in-person meetings 4-6 times a year. 

You also get:

• Competitive salary 
• Comprehensive benefits including above market Health, Dental, Vision
• Family friendly environment 
• Flexible time off
• 401k plan
• Free PicnicHealth account
• Equipment and internet funds for home office set up 

COVID-19 Policy

We require proof of vaccination for COVID-19, except those with medical or religious exemptions.

Equal Opportunity Statement

PicnicHealth is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.