Customer Experience Associate

Parachute Health is transforming post-acute care through the leading digital ordering platform for medical equipment and supplies. We replace the outdated, error-prone paper and fax process, which negatively impacts over 30 million patients annually, with a system that’s 10 times faster. Our platform connects a vast network of Home Medical Equipment (HME) providers, clinicians, and payors across all 50 states, ensuring millions of patients get the life-saving products they need quickly and efficiently. Join our team and make a difference in patient care. About this Role: At Parachute Health, we believe technology has the power to transform healthcare, making it more efficient and accessible for all—especially patients. As a Customer Experience Associate, you’ll play a vital role in ensuring healthcare providers, suppliers, and patients receive the support they need to navigate our platform with ease.In this role, you’ll develop a deep understanding of the healthcare landscape while providing outstanding customer support. You’ll become an expert in the Parachute Platform, assisting users through phone, chat, and email while troubleshooting issues and ensuring seamless order management. Whether it’s answering questions, problem-solving in real time, or collaborating with internal teams to improve workflows, your work will have a direct impact on patient care. As a Customer Experience Associate, you will: Engage new Parachute users through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel welcome and comfortable with the platform, and know where to go when they have questions. Provide excellent ongoing service through empathy, active listening skills, scrappy resourcefulness, and a desire to ensure the best possible outcome for all patients. Help keep the platform running smoothly by quickly attending to technical operations tasks. Understand who our users and customers are and how Parachute best fits into and streamlines their workflow. Work with patient health information and treat it sensitively according to HIPAA guidelines. Build and refine processes that scale with rapid growth. Leverage strong communication, stakeholder management, and collaboration skills as you work with your colleagues and external customers. Requirements: A strong understanding of excellent service standards. Patient, personable, and kind -- in person, in writing, and on the phone. Experience supporting end users within the early-stage startup world or technology retail. Enthusiastic about using technology to better patient outcomes. Basic understanding of Microsoft applications and Google Workspace. Desire to work in a startup environment with a proactive and hungry mindset, and able to pivot quickly based on company needs. Creative, out-of-the-box problem solver. Strong organizational skills. An intellectual curiosity to explore the various areas of a tech startup changing the healthcare landscape. A positive attitude. Willingness to work modified hours on holidays and/or weekends. Benefits Medical, Dental, and Vision insurance 401(k) Retirement Plan Annual Company Wide Bonus Flexible Vacation Policy Summer Fridays - 5 Fridays Off During Summer (Separate From PTO) Monthly Internet Stipend Annual Home Office and Wellness contribution Annual stipend for education and development Base Salary: $55K NYC-based candidates: This is a hybrid role with the expectation of working from our NYC office in Union Square on Tuesdays, Wednesdays, and Thursdays for the first six months of employment. Working Hours: 8 am-5 pm EST California job applicants may access the Notice of Collection of Personal Information and Privacy Policy with information and rights required by the California Privacy Rights Act (CPRA) the link here . We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ... (truncated, view full listing at source)