Elation Health

Customer Support

• Deliver clear, empathetic Tier 1 support via phone, email, and screenshare—reflecting Canada’s reputation for courteous, solution-focused service.
• Use AI-enhanced platforms to quickly triage, troubleshoot, and resolve technical issues, minimizing clinician downtime.
• Own workflow-impacting cases and escalate as needed, maintaining responsibility for outcomes.
• Manage your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality)— for impactful support.
• Build trust-based relationships through clinician advocacy and high-impact support.
• Identify and document recurring pain points and root causes across tickets.
• Collaborate with Product, Engineering, Revenue Cycle, and Customer Success, offering cross-border insights as a Canadian team member.
• Share challenges and solutions to support operational growth.
• Participate in weekly urgent shift rotations and 2–3 weekend/holiday on-call shifts per year, ensuring clinicians always have critical support.
• Complete intensive onboarding and ongoing training focused on Elation systems, care standards, and AI-enabled support.
• Stay current with EHR, RCM, and SaaS advancements to navigate clinical challenges effectively.

Customer Support Specialist

• Provide responsive Tier 1 technical and functional support via phone, email, and screenshare for clinicians and practice teams using Elation’s products.
• Utilize AI-enhanced support platforms to quickly diagnose, resolve, and escalate complex technical issues—delivering faster, more accurate outcomes for clinicians and practice teams.
• Own advanced, workflow-impacting cases—independently analyze, resolve, and escalate technical issues that directly affect clinical care and practice productivity.
• Manage your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality).
• Build lasting partnerships with clinicians by advocating for their needs.
• Identify root causes and trends across support tickets, thoroughly documenting workflows and utilizing self-service tools.
• Leverage AI-powered analytics to recommend improvements to workflows, product experience, and self-service documentation.
• Collaborate cross-functionally with Product, Engineering, Revenue Cycle, and Customer Success to shape products and processes.
• Participate in weekly urgent shift rotations and provide immediate, critical support during 2-3 weekend/holiday on-call rotations annually.
• Stay current with EHR and SaaS support tools—including AI-assisted platforms.