Customer Experience Associate

Parachute Health is transforming post-acute care as the leading digital ordering platform for medical equipment and supplies. We connect major health systems, health plans, and suppliers to help patients get the life-saving products they need at home. Since launching, we've connected 300,000 clinicians and 3,000 supplier locations across all 50 states and helped 15M patients. What started as a DME ePrescribing tool has become the order management platform of choice for home medical equipment.

Join our team and make a difference in patient care.

About this Role

At Parachute Health, we believe technology has the power to transform healthcare, making it more efficient and accessible for all—especially patients. As a Customer Experience Associate, you’ll play a vital role in ensuring healthcare providers, suppliers, and patients receive the support they need to navigate our platform with ease.In this role, you’ll develop a deep understanding of the healthcare landscape while providing outstanding customer support. You’ll become an expert in the Parachute Platform, assisting users through phone, chat, and email while troubleshooting issues and ensuring seamless order management. Whether it’s answering questions, problem-solving in real time, or collaborating with internal teams to improve workflows, your work will have a direct impact on patient care.

As a Customer Experience Associate, you will:

• Engage new Parachute users through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel welcome and comfortable with the platform, and know where to go when they have questions.
• Provide excellent ongoing service through empathy, active listening skills, scrappy resourcefulness, and a desire to ensure the best possible outcome for all patients.
• Help keep the platform running smoothly by quickly attending to technical operations tasks.
• Understand who our users and customers are and how Parachute best fits into and streamlines their workflow.
• Work with patient health information and treat it sensitively according to HIPAA guidelines.
• Build and refine processes that scale with rapid growth.
• Leverage strong communication, stakeholder management, and collaboration skills as you work with your colleagues and external customers.

Requirements

• A strong understanding of excellent service standards.
• Patient, personable, and kind -- in person, in writing, and on the phone.
• Experience supporting end users within the early-stage startup world or technology retail.
• Enthusiastic about using technology to better patient outcomes.
• Basic understanding of Microsoft applications and Google Workspace.
• Desire to work in a startup environment with a proactive and hungry mindset, and able to pivot quickly based on company needs.
• Creative, out-of-the-box problem solver.
• Strong organizational skills.
• An intellectual curiosity to explore the various areas of a tech startup changing the healthcare landscape.
• A positive attitude.
• Willingness to work modified hours on holidays and/or weekends.

Benefits

• Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums.
• Employer HSA Contribution: Company-funded contributions to your Health Savings Account.
• 401(k) Retirement Plan
• Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance.
• Flexible Vacation Policy
• Summer Fridays: 5 additional Fridays off during the summer (separate from PTO).
• Home Office and Wellness Stipend
• Monthly Internet Stipend
• Annual Learning and Development Stipend

Base Salary:

$55K

This is a hybrid role with the expectation of working from our NYC office in Union Square on Tuesdays, Wednesdays, and Thursdays for the first six months of employment.

NYC Working Hours: 8am-5pm EST or 9am-6pm EST

California job applicants may access the Notice of Collection of Personal Information and Privacy Policy with information and rights required by the California Privacy Rights Act (CPRA) the link here.

We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

This role is not eligible for employer visa sponsorship. Applicants must be legally authorized to work in the United States at the time of application and for the duration of employment. The Company does not sponsor employment authorization for this position.