Customer Service Representative

Job Description

Job Description

Element Science, Inc. is a medical device and digital health company redefining how patients with heart disease are monitored and treated as they transition from the hospital to the home. Our mission is to improve outcomes for patients at risk of life-threatening cardiac events through innovative solutions at the intersection of clinical-grade wearables, advanced algorithms, and therapy delivery.

We are entering an exciting phase of growth as we move from development into early commercialization. Our approach combines hardware, software, and services to deliver a more personalized and seamless patient experience—designed with both patients and clinicians in mind. Our product, a wearable patch defibrillator, is designed for patients with a temporary elevated risk of sudden cardiac arrest, addressing a significant and underserved population of over 500,000 patients in the U.S. By focusing on comfort, usability, and clinical effectiveness, we aim to transform the standard of care during this critical period. Headquartered in the San Francisco Bay Area, Element Science is backed by leading healthcare and technology investors, including Third Rock Ventures, GV (Google Ventures), Deerfield Healthcare, Qiming Venture Partners USA, Cormorant Asset Management, and Invus Opportunities.

SUMMARY OF ROLE:

We are seeking a Customer Service Representative who is passionate about delivering exceptional support to patients and their caregivers during critical moments. This is a unique opportunity to join a mission-driven team and directly impact patient lives.

RESPONSIBILITIES:

• Serve as the first point of contact for patients and caregivers, addressing inquiries and concerns with empathy, professionalism, and urgency.

• Manage inbound and outbound communication via phone, email, and SMS, ensuring timely and accurate responses.

• Collaborate cross-functionally with Engineering, Product, and Clinical teams to resolve customer issues quickly and effectively.

• Support the development and refinement of scalable processes and automation tools that enhance operational efficiency.

• Take ownership of escalated issues to ensure prompt resolution and a positive customer and patient experience.

• Monitor daily case flow from initiation to resolution, ensuring high levels of satisfaction throughout the customer and patient journey.

• Identify emergency situations and follow established escalation protocols to ensure patient safety.

• Participate in a rotating on-call schedule and be available to work nights, weekends, and holidays as needed.

• Embrace a flexible mindset and proactively support the broader team and business needs.

QUALIFICATIONS:

• Bachelor's degree preferred, or equivalent combination of education and professional experience.

• Minimum of 3 years of experience in a patient care, healthcare support, or clinical customer service role within medical device or pharmaceutical industries.

• Exceptional interpersonal and communication skills, with the ability to interact empathetically and effectively with patients, caregivers, and internal team members.

• Strong critical thinking and problem-solving abilities, particularly in high-pressure, time-sensitive situations.

• Demonstrated ability to exercise sound judgment when handling sensitive customer concerns or urgent issues.

• Comfortable working both independently and as part of a fast-paced, collaborative team.

• Proficient in CRM platforms, phone systems, Microsoft Office, Google Workspace, and general computer literacy.

• Strong written and verbal communication, including clear documentation and professional presentation of information.

BENEFITS:

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

Element Science is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors prohibited by local, state, or federal law.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. We are not able to sponsor individuals for employment visas for this job.

At this time, we are unable to offer relocation assistance at Element Science.