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.
As an Overnight Customer Support Specialist, you’ll own outcomes that shape how clinicians deliver care—operating at the intersection of strategic advocacy and rigorous operational mastery, when support is most critical. You are the front line for clinicians and staff during overnight and after-hours periods, leveraging Elation’s industry-leading AI-powered tools to deliver expert, multi-channel technical support for Elation’s EHR and Patient Passport applications. Your mission: resolve complex issues quickly, build trust, and surface actionable insights to elevate care and team processes, while meeting clearly defined performance expectations. This isn’t routine technical support. It’s a high-touch, high-accountability role for professionals who thrive in complexity, drive measurable results, and believe in the transformative power of technology for medicine. If you’re ready to navigate demanding expectations, own meaningful outcomes, and help move primary care forward, your next challenge is here—at Elation Health.
Responsibilities
Operational Support & Case Management
- Deliver tier 1 technical and workflow support via email, phone, and screenshare overnight—ensuring clear, empathetic, and rapid resolution for clinicians and staff.
- Utilize AI support tools to rapidly triage, diagnose, and resolve technical or workflow cases—minimizing downtime for clinicians and maximizing quality care delivery.
- Independently troubleshoot, analyze, and resolve urgent, high-impact cases; escalate as needed, while maintaining ownership for customer-impacting issues.
- Success in this role is measured by what you deliver—not just what you intend. You’ll operate with clear, rigorous SLAs around (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality).
- Advocate for clinicians in every interaction—capturing feedback, guaranteeing action, and strengthening the craft of medicine through thoughtful support.
Process Enhancement
- Identify recurring pain points and ticket trends from overnight support, recommending improvements to workflows, documentation, and product features.
- Collaborate cross-functionally with Product, Engineering, Revenue Cycle Management, and Customer Success to champion process changes—pushing for clinician outcomes, even outside regular business hours.
- Share emerging challenges, and technical solutions to support continuous team learning and operational advancement.
- Analyze AI-generated patterns across support tickets to identify root causes and recommend targeted improvements to workflows, documentation, and product features.
Continuous Learning & Urgent Response
- Participate in overnight, weekend, and holiday on-call duties (when applicable), ensuring clinicians always have vital after-hours support.
- Complete an intensive 8-week onboarding and training program focused on product knowledge, care standards, and hands-on use of AI-enabled support platforms.
- Proactively learn and adapt to new AI capabilities within Elation’s support ecosystem to continuously improve case resolution speed and customer satisfaction, especially in urgent, after-hours scenarios.
- Stay current on EHR, RCM, and SaaS support advancements—including use of AI-assisted tools to resolve complex or time-sensitive cases.
Qualifications
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
- Bachelor’s degree or equivalent professional expertise
- Proven ability to troubleshoot, multitask, and think critically—operating independently and excelling in fast-paced, high-pressure settings
- Confident, clear communicator who can distill technical issues into customer-centered solutions (phone, chat, screenshare)
- Documented success as a self-starter advocating for urgent issues impacting patient care, especially outside regular hours
- Highly empathetic, detail-oriented, results-driven; thrives on adaptability and tenacity supporting clinicians overnight
Preferred
- 2+ years in a customer-facing technical support or healthcare technology role
- Exposure to Revenue Cycle Management, EHR workflows, and SaaS platforms (Salesforce, Jira, Intercom, Slack, AI-enabled support tools).
- Demonstrated ability to interpret AI-generated data and integrate insights into daily practice for continuous process and performance improvement.
- Proven ability to apply emerging AI technologies to streamline troubleshooting, documentation, or support workflows.
- Evidence of measurable impact supporting clinicians and driving process improvements in remote or after-hours environments
Why Elation?
- Work fully remotely and independently, with a schedule engineered for night-focused professionals who excel when urgency and impact meet.
- Join a bold, tenacious, and community-minded team—championing primary care and seeing results, not just intentions, directly improve patient and physician experiences.
- Your work is visible, measurable, and shapes outcomes for clinicians and practices in real time—night after night.
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.
