Company: HealthHub Patient Solutions
Role: Customer Support Specialist
Reports To: Senior Manager, Customer Support and Operations
Location: 1 vacancy in Kingston, Ontario
Pay Rate: $24.00 / hour (less application deductions)
Schedule: Fixed Short-Term Contract until December 21st
Travel: Around Kingston, ON - access to a reliable vehicle is required
Vacancy: This posting is for an existing vacancy
AI: No AI is used by the Company for candidate selection
POSITION OVERVIEW
The Customer Support Specialist is a dual-purpose role ensuring reliable, high-quality service across hospital locations. Acting as the primary on-site representative for HealthHub, this role combines patient advocacy with hands-on technical support to maintain equipment uptime, drive service adoption, and build trusted relationships with patients, patient-facing staff, and hospital leadership. This role directly supports HealthHub’s business performance by maximizing patient participation, protecting service utilization, while maintaining exceptional patient and hospital experiences.
KEY RESPONSIBILITIES
Patient Engagement & Advocacy:
- Patient Support & Consultation: Engage patients to clearly explain HealthHub services, features, and pricing (where applicable), guiding them through onboarding and activation to ensure services are enabled correctly.
- Primary Point of Contact: Serve as the first line of support for patient inquiries, providing timely, empathetic assistance that reinforces confidence and trust.
- Patient Satisfaction & Experience: Advocate for patients by ensuring they feel informed, supported, and confident using bedside technology.
- Issue Resolution & Escalation: Troubleshoot basic service and technology issues while escalating complex concerns promptly to minimize service disruption and lost usage.
- Education & Enablement: Educate patients on features, self-service options, and best practices to maximize ongoing usage and engagement.
- Feedback Collection: Gather patient feedback and identify trends related to adoption, satisfaction, or barriers to service usage; communicate insights to leadership.
- Documentation & Follow-Up: Accurately document patient interactions, service activations, and issue resolution to ensure continuity and billing accuracy.
- Marketing & Awareness: Promote HealthHub services and features to patients and patient-facing staff in a compliant, non-pressured manner to increase participation and utilization.
Facility Presence & Maintenance:
- Site Rotations: Conduct on-site visits to assigned hospital locations at least every two weeks to ensure consistent service coverage and visibility.
- Tier 1 Maintenance: Provide frontline support for bedside and patient-facing equipment, including device replacements, basic configuration and programming, first-level troubleshooting, and issue resolution that does not require access to in-wall infrastructure or structured cabling.
- Technical Coordination: Identify, report, and coordinate larger-scale technical issues with IT teams to minimize downtime.
- Compliance & Safety: Adhere to hospital safety, infection control, privacy standards, and HealthHub policies at all times.
- Inventory & Logistics: Maintain, order, and manage equipment, supplies, and marketing materials to support patient onboarding and reduce service interruptions.
Strategic Partnership, Growth & Revenue Protection:
- Hospital Relations: Maintain regular communication with hospital staff and leadership to strengthen partnerships, address concerns, and report on service performance and utilization.
- Revenue Support & Protection: Actively support revenue generation by ensuring accurate service activation, identifying barriers to patient participation, and reporting trends that could impact service utilization or billing accuracy.
- Digital Transformation: Act as a subject matter expert in transitioning legacy systems to modern digital and Integrated Bedside Terminal (IBT) solutions, supporting increased adoption and long-term revenue growth.
- Service Adoption & Promotion: Identify opportunities to expand services, promote new features, and support engagement initiatives that increase participation and usage.
- Stakeholder Collaboration: Align HealthHub offerings with hospital objectives, patient needs, and care environments to support sustainable service growth.
- Performance Insights: Collect and share data related to service usage, adoption trends, and patient feedback to inform operational improvements and revenue optimization.
- Training & Enablement: Provide training and guidance to hospital staff and patient-facing teams to support consistent service delivery and patient participation.
The incumbent will complete other related duties as required.
QUALIFICATIONS
- Experience: 2+ years of work experience in a customer-facing role, ideally in healthcare, field services, technical support, or service enablement.
- Bilingual: Fluently bilingual in French and English (verbal and written) is preferred.
- Technical Aptitude: Comfortable working with hardware, basic networking, and digital troubleshooting.
- Communication: Strong interpersonal skills with the ability to communicate service value clearly in sensitive patient and professional environments.
- Mobility: Ability to travel to multiple hospital locations and perform physical tasks related to equipment maintenance and repair.
- Valid driver’s license and access to a vehicle.
- Self-starter, highly inquisitive and detail oriented.
- Ability to work both independently and in a team environment.
- Self-driven, collaborative, and results oriented.
The Company’s efforts to build an inclusive work environment go beyond simply complying with applicable laws. We strive to maintain a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected].
Pay: $24.00 per hour
Application question(s):
- Do you have a driver's license and access to a reliable vehicle?
Work Location: In person
