As a Customer Support Associate at Elation Health, you will play a critical role in ensuring customer success by delivering high-quality technical and functional support for Elation’s EHR (Electronic Health Record), Billing/RCM (Revenue Cycle Management), and Patient Passport (device) applications. You will leverage your expertise to analyze, troubleshoot, and resolve complex customer inquiries while identifying opportunities to enhance our support operations.
Success in this role requires more than just technical problem-solving—you must be highly empathetic, patient, and customer-focused, ensuring that every interaction builds trust and strengthens our relationships with providers and their staff. You will leverage your strong troubleshooting abilities, keen analytical mindset, and clear communication skills to investigate and resolve complex customer inquiries. Your capacity to multi-task and thrive in a fast-paced environment will be essential as you proactively identify pain points and advocate for our customers, ensuring their feedback is heard. Through collaboration with internal teams, you will help shape a high-impact support experience that empowers healthcare providers to focus on what matters most—delivering excellent patient care.
Responsibilities:
Customer Case Management & Technical Troubleshooting
- Serve as a trusted advocate for our customers, ensuring their concerns are heard, understood, and addressed with empathy and urgency.
- Independently analyze and resolve technical and workflow-related inquiries from healthcare providers and staff, prioritizing issues that impact patient care.
- Utilize investigative skills to diagnose complex software issues, proactively identifying patterns and trends in customer challenges.
- Collaborate closely with Product, Engineering, Revenue Cycle Management, and Customer Success teams to drive efficient resolutions and long-term solutions.
- Provide clear, professional written and verbal communication to customers across multiple support channels (such as phone, chat, screenshare, e-mail), ensuring a positive and reassuring experience.
Advanced Case Management & Escalation
- Assess cases for complexity and determine when escalation is appropriate, ensuring necessary details are collected and effectively communicated to senior support teams.
- Take ownership of high-impact cases, particularly those affecting provider workflows and patient care, advocating for fast-tracked solutions when necessary.
- Work collaboratively with peers, leads, and managers to enhance the overall support experience and identify areas for proactive intervention.
Process Improvement & Knowledge Development
- Identify opportunities to enhance support workflows, product documentation, and self-service resources, advocating for customer needs and efficiency improvements.
- Actively contribute to internal knowledge-sharing by documenting solutions, best practices, and emerging trends in customer challenges.
- Relay customer feedback to cross-functional teams, ensuring their experiences inform product and service enhancements.
On-Call & Urgent Support Rotations
- Participate in weekly urgent shift rotations, ensuring time-sensitive escalations are handled with speed and accuracy.
- Provide support during 2-3 weekend/holiday on-call rotations per year, ensuring providers always have access to critical support.
Personal Qualifications
- Highly empathetic and customer-focused, with a strong desire to advocate for and empower customers in their use of Elation’s products.
- Clear and professional communicator, with the ability to translate technical concepts into customer-friendly explanations across multiple support channels.
- Experience in Revenue Cycle Management (RCM), healthcare workflows, and electronic health records (EHR) is highly preferred
- Proactive problem-solver with strong critical thinking skills; able to independently assess situations and determine appropriate solutions.
- Strong collaborator, able to work cross-functionally with internal teams to enhance both the customer experience and internal workflows.
- Excellent time management and self-direction, able to prioritize effectively in a fast-paced, dynamic environment without requiring constant oversight.
- Detail-oriented and organized, capable of managing multiple complex cases while maintaining accuracy and quality.
- Passionate about continuous learning, eager to develop expertise in healthcare technology and Revenue Cycle Management (RCM).
- Adaptable and resilient, thriving in an ever-evolving environment and committed to driving improvements in both individual performance and team processes.
- Bachelor’s degree or equivalent professional experience required.
- 2+ years of experience in a customer-facing role, preferably in technical support or healthcare technology.
- Familiarity with Intercom, Salesforce, and Jira is a plus.
Salary: $50,000/yr CAD
Overnight Shift Available
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.
