Customer Support

Company Overview

Circadia Health is a healthcare technology company that has developed the world's first FDA cleared contactless remote patient monitoring system and AI-powered early detection system. Powered by cutting-edge technology and AI, the system allows for the early detection of medical events such as Congestive Heart Failure, COPD Exacerbations, Pneumonia, Sepsis, UTIs, and Falls. We're monitoring over 30,000 patients daily and growing rapidly. As we scale our team, Circadia is looking for energetic, personable, and solutions-oriented individuals driven by creating the ultimate customer experience. Prior experience in healthcare is a big plus, but not required. Our mission is to enhance patient outcomes and improve healthcare processes by providing cutting-edge solutions to healthcare providers and patients alike.

Position Description

As a Customer Support Representative, you’ll be an integral part of our frontline operations—ensuring exceptional service and operational continuity for our patients, partners, and internal teams. This is a highly dynamic role that combines customer service, administrative coordination, and light technical follow-up in a mission-driven, fast-paced environment. You’ll be the first point of contact for incoming calls, play a critical role in the consent process, and act as a key contributor in maintaining the uptime and performance of our devices across facilities.

This role is ideal for someone who is highly organized, empathetic, tech-savvy, and thrives in environments where no two days are the same. You'll work closely with clinical, customer success, and technical teams to ensure a seamless experience for all stakeholders.

Key Responsibilities:

• Serve as the first point of contact for inbound calls to the office
• Contact patients and/or their Power of Attorneys (POAs) to obtain verbal consent for services in a professional and compassionate manner
• Track and follow up on offline devices, coordinating with facility staff and internal teams to ensure quick resolution
• Perform proactive outreach to support consent completion and device compliance metrics
• Document all interactions clearly and accurately in internal systems
• Receive, open, process, and scan incoming mail and documentation, ensuring timely distribution
• Support broader Customer Success and Operations teams with administrative and support tasks. May include light troubleshooting of technical issues from customers
• Assist with other administrative and support tasks as needed to ensure smooth day-to-day operations

KPIs:

• Consents: Maintain less than 7% of patients pending consent at any given time
• Device Management: Ensure less than 10% of devices are offline across assigned facilities
• Call Management: Answer incoming office calls in under 60 seconds on average, review voicemails daily, and return calls within 24 hours
• Documentation Accuracy: Log 100% of interactions accurately and completely into Salesforce under the respective account
• Follow-Up Timeliness: Follow up on offline devices or unresolved tasks within 24 hours
• Mail Management: Receive, open, process and scan all incoming mail daily
• Consent Outreach: Complete a targeted number of consent calls per week (volume-based target to be set)

Qualifications:

• 1–2 years of experience in healthcare, customer support, or administrative roles (preferably in post-acute or long-term care)
• Excellent communication and interpersonal skills—comfortable speaking with patients, family members, and healthcare providers
• Strong organizational skills with the ability to manage multiple tasks and priorities
• Tech-comfortable; able to quickly learn internal platforms and tools
• High attention to detail and strong documentation habits
• Dependable, responsive, and able to thrive in a fast-paced, mission-driven environment
• Strong communication and interpersonal skills
• High school diploma or equivalent required; college coursework or degree a plus
• Bilingual in English and Spanish is a plus
• Ability to work independently and manage time effectively

Why Join Circadia?

• Be part of a high-growth health tech company that’s making a real difference in people’s lives
• Work alongside a passionate, mission-aligned team that values collaboration, speed, and ownership
• Gain exposure to innovative technology, healthcare operations, and cross-functional collaboration
• Opportunities for professional development and growth as we scale

Benefits:

• Full healthcare coverage with Anthem BCBS (or similar) with dental and vision
• Employee contribution to 401(k) retirement plan
• Paid Time Off (PTO) accrual policy of 1.7 working days per month
• Opportunities for career advancement and clear paths for promotion
• Regular training on new healthcare technologies and trends
• Mentorship or coaching programs
• Opportunities to attend industry events
• Collaborative environment, working directly with designers, engineers, scientists, and clinicians