Patient Support Associate (Remote)

AllStripes Research (formerly RDMD)

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/03/2021
  • Website: allstripes.com
  • Company Address: 121 2nd St Suite 700, San Francisco, CA, 94105

About AllStripes Research (formerly RDMD)

AllStripes' mission is to unlock new treatments for people with rare disease.

We are a medical data science company that empowers patients and communities to generate regulatory-ready evidence for drug research in rare disease.

Job Description

At AllStripes, we are dedicated to unlocking new treatments for people affected by rare disease. There are 7,000 rare diseases affecting 1 in 10 people globally, yet less than 5% of conditions have an FDA-approved therapy. The rare disease drug R&D market is growing at an unprecedented rate, making up over 50% of all novel drugs approved by the FDA in the last year. AllStripes’ two-sided consumer-facing and enterprise software platform serves 1) rare disease patients by showing them their own impact on drug development and 2) life sciences customers by sharing critical disease insights not available anywhere else.
 
Everyone at AllStripes is driven by a deep commitment to our mission, a passion for problem solving, and an openness to vulnerability. We regard our culture as one of the products we offer. As a team, we practice conscious leadership, where we are committed to supporting each other to be curious, open, and playful in order to build a connected, creative, and energetic work culture (for more information, visit conscious.is).
 
We're looking for a Patient Support Associate who is eager to advance our mission to unlock new treatments for people with rare disease. You will be working on the Operations team and will have the opportunity to work cross-functionally with our Marketing, Product, and Design teams. This is an ideal position for someone who has 1-2 years of customer service experience along with interest in the health technology field. 

What You'll Do:

      • Provide customer support for our patients and caregivers via email, phone, and chat.
      • Triage emails and assign them to the appropriate owner using our email tool, Helpscout
      • Monitor Helpscout and respond to emails and chats within a timely manner
      • Assist with onboarding new patients and ensuring they have provided all necessary information for the team to gather their medical records.
      • Provide feedback to the Patient Product and Marketing teams on a regular basis on patient needs and pain points
 

Who You Are:

    • Bachelor's degree and 1-2 years of Customer Service experience
    • Have excellent communication and interpersonal skills, including a comfort level interacting with patients and medical professionals from various backgrounds
    • Empathetic towards patients and caregivers and desire to deliver customer satisfaction and exceed patient expectations
    • Highly skilled in composing detailed emails and conversing with people over the phone
    • Demand excellence and constant improvement for yourself and your team members and are not afraid to voice out your opinions
    • Excited to be a part of a fast-paced startup environment and are not intimidated by an ever-changing landscape
    • Dedicated to our mission of advancing rare disease research
    • Ability to work full-time (40+ hours) remotely from 8am-5pm PST with breaks and a designated work area with access to the internet.

What We Offer:

    • 90% covered medical, dental, and vision plans for you + 75% coverage for dependents
    • Flexible PTO + 14 paid holidays per year
    • 401(k)
    • $1,250 workstation set-up budget (in addition to your laptop, monitor, and peripherals) + monthly cell & internet reimbursement ($75 and $50, respectively)
    • 12-week parental leave policy for all new parents
    • HSA contribution + FSA
    • Team lunches & activities (free Thursday lunch)
We’re dedicated to jumpstarting new research to accelerate treatments for rare disease patients. Everyone at AllStripes is driven by a deep commitment to our mission, a passion for problem solving, and an interest in constantly improving how things can be done.
 
If our mission resonates with you, and you only match some of these attributes, we hope you apply regardless. We are committed to a diverse and inclusive workplace, and enthusiastically encourage people from historically underrepresented groups in tech to apply to AllStripes.
We can’t wait to learn more about you!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.