THE COMPANY:

Element Science, Inc. is a medical device and digital health company focused on developing solutions at the intersection of clinical-grade wearables, machine learning algorithms, and lifesaving therapies in order to address leading causes of death and hospitalization in patients with heart disease, primarily as they transition from the hospital-to-home. By putting the needs of patients and physicians first, our personalized digital devices, which are designed for function, comfort, and ease-of-use, aim to redefine the paradigm of care for these patients. Our first product, a wearable patch defibrillator, is initially targeted at treating the more than 500,000 patients in the US with an elevated temporary risk of potentially experiencing a lethal heart rhythm. Based in San Francisco and Redwood City, California, our funders include Third Rock Ventures, Google Ventures, Deerfield Healthcare, Qiming Venture Partners USA, Cormorant Asset Management, and Invus Opportunities.

SUMMARY OF ROLE:

Reporting to the Manager of Customer Service, the Customer Service Representative, will establish the footprint including systems, structure, protocols, and customer interaction at Element Science. The ideal candidate will have a combination of experience from both a technical and clinical perspective.

RESPONSIBILITIES:

• Interact with patients to address their inquiries, concerns, and requests related to commercial products or services
• Answer inbound calls promptly, make out-bound calls, manage communication through email and text
• Process sales orders efficiently through Salesforce
• Assist in developing and implementing processes to support automation and scale operations
• Ensure quick resolution of escalated issues to maintain high customer satisfaction and engage with customers directly when necessary
• Work closely with Engineering, Product, and Clinical teams to address and resolve customer issues rapidly
• Speed up resolution times through accountability, enablement, launching tools, and building efficient processes
• Drive daily case management success from detection to resolution ensuring customer satisfaction and positive experiences
• Appropriately identify Emergency Response situations and trigger escalations in accordance with company policy and work instructions to ensure quick and efficient protection of patients
• Available for on-call hours as needed to address operational requirements
• Available to work Nights, Weekends, and Holidays as required
• Flexible and willing to take on additional tasks as needed to support the team and overall business objectives
• Shift Options (4 day work week)

QUALIFICATIONS:

• Must live in OH, MN, IL, NC, MA, TN, or MS
• A minimum of 3 years of patient care experience
• College degree or equivalent education and experience
• Exceptional communication and people management skills to interact with both customers and a team of individuals.
• Excellent interpersonal skills, strong written and verbal communication/presentation skills Critical thinking skills to assess and address complex situations in time constrained enviroments
• Able to problem solve and exercise good judgment in handling customer issues and inquiries
• Empathetic communication, understanding the needs and concerns of the patients.
• Demonstrated proficiency in required software: CRM, Phone System, Microsoft Office, Google Suite, and basic computer skills are expected
• Must have internet with a minimum 50 Mbps download speed

Element Science offers a very competitive salary and benefits package including, but not limited to:

• Stock Options
• 90% employer-paid medical, dental, and vision insurance
• Company-paid Basic Life Insurance
• 401(k) retirement plan (Traditional and Roth)
• Competitive Paid Time Off
• Paid Holidays
• FSA (Flexible Spending Accounts)
• HSA (Health Savings Account)
• Employee Assistance Program through PEO