Customer Service Representative

About Element Science, Inc.

Element Science, Inc. is an innovative medical device and digital health company focused on improving patient monitoring and treatment for individuals with heart disease transitioning from hospital to home. Our goal is to enhance outcomes for patients at risk of life-threatening cardiac events by integrating clinical-grade wearables, advanced algorithms, and therapy delivery. We are moving from product development into early commercialization, offering a wearable patch defibrillator designed to support over 500,000 patients in the U.S. with elevated temporary risk of sudden cardiac arrest. Our product prioritizes comfort, usability, and clinical effectiveness to revolutionize care during this critical period. The company is based in the San Francisco Bay Area and supported by top healthcare and technology investors.

Role Summary

We are looking for a Customer Service Representative dedicated to providing empathetic, professional, and timely support to patients and their caregivers during crucial times. This role offers a meaningful opportunity to contribute directly to improving patient experiences.

Key Responsibilities

• Act as the primary contact for patients and caregivers by addressing their questions and concerns with empathy and professionalism.
• Handle incoming and outgoing communications through phone, email, and SMS, ensuring responses are prompt and precise.
• Work collaboratively with Engineering, Product, and Clinical teams to promptly resolve customer problems.
• Assist in developing and optimizing scalable processes and automation tools to improve operational workflow.
• Take responsibility for escalated matters to guarantee quick issue resolution and positive outcomes for customers and patients.
• Oversee daily case management from start to finish to maintain high satisfaction throughout the patient and customer journey.
• Recognize emergency conditions and follow strict escalation protocols to safeguard patient wellbeing.
• Participate in a rotating on-call schedule including availability for nights, weekends, and holidays as necessary.
• Maintain flexibility to support broader team and organizational needs as they arise.

Qualifications

• A Bachelor’s degree is preferred or equivalent combination of education and relevant experience.
• At least three years of experience in patient care, healthcare support, or clinical customer service roles within the medical device or pharmaceutical sectors.
• Excellent interpersonal and communication skills with the ability to engage sympathetically and effectively with patients, caregivers, and internal personnel.
• Strong critical thinking and problem-solving skills, especially under pressure and time constraints.
• Proven judgment capabilities when managing sensitive or urgent customer issues.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Proficiency using CRM software, telephone systems, Microsoft Office suite, Google Workspace, and general computer skills.
• Strong written and oral communication skills, including professional documentation and presentation.

Benefits and Additional Information

• Competitive salary and comprehensive benefits package including stock options.
• Employer covers 90% of medical, dental, and vision insurance costs.
• Company-paid Basic Life Insurance coverage.
• Access to 401(k) retirement savings plan with Traditional and Roth options.
• Generous paid time off and paid public holidays.
• Participation in Flexible Spending Accounts (FSA) and Health Savings Account (HSA).
• Support available through an Employee Assistance Program offered via PEO.

Equal Employment Opportunity and Legal Compliance

Element Science is committed to equal employment opportunity without regard to prohibited characteristics such as race, color, religion, sex, gender identity, sexual orientation, parental status, national origin, age, disability, genetic information, political beliefs, or military service. Employment decisions are based solely on qualifications.

New hires must verify their identity and eligibility to work in the United States per federal law, completing the required employment eligibility verification. Sponsorship for employment visas is not available for this position. Relocation assistance cannot be provided at this time.