Job Description

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

About the Role

At Commure, we are on a mission to transform healthcare by providing innovative technology solutions that improve efficiency, enhance collaboration, and drive better patient outcomes. As a Customer Support Generalist, you will be the first line of support for our customers, ensuring they have a seamless experience with our products and services. You will play a crucial role in resolving inquiries, troubleshooting issues, and advocating for our users, all while working closely with cross-functional teams to enhance our customer experience.

What You'll Do

• Handle a high volume of inbound calls, as well as inbound emails and live chats, to support customers.

• Provide assistance for our Remote Patient Monitoring (RPM), blood testing, Revenue Cycle Management (RCM), and ambient AI customers.

• Offer both patient and technical support across all product lines.

• Troubleshoot technical issues independently and resolve minor tech problems on your own.

• Work with team specialists to resolve escalated issues.

• Collect and provide the customer feedback that leads to the development of and updates for support documentation, FAQs, and knowledge base articles.

• Ensure compliance with HIPAA regulations by working in a private, quiet location.

What You Have

• 2+ years of experience in tech support or 5+ years in general support.

• Strong problem-solving skills with the ability to troubleshoot technical issues and explain solutions clearly.

• Experience handling multiple tasks simultaneously in a fast-paced environment.

• Tech-savvy mindset with the ability to resolve personal tech issues as needed.

• Prior experience using Zendesk for ticketing preferred.

• Proficiency with Slack and G Suite; experience with Retool is a plus.

• Previous background working in healthcare tech or biotech is preferred.

• Excellent written and verbal communication skills, with a customer-first mindset.

• Ability to work independently while collaborating with support specialists as needed.

If you’re excited about improving healthcare through technology and thrive in a dynamic, customer-focused role, we’d love to hear from you!

Why you’ll love working at Commure + Athelas:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth: Prior to our merger, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Flexible PTO (pending specific geographical locations) , medical, dental, vision, maternity and paternity leave. Note that benefits are subject to change and may vary based on jurisdiction.

Commure + Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com or @commure.com. Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.