Zendesk Jobs in Rochester, MI (NOW HIRING)

About Float
Float is the full-stack platform for Specialty Pharma home infusion. We're on a mission to make healthcare safer, easier, and more efficient by connecting Nurses to home medication visits - moving all care that doesn't need a hospital to the home.
Float connects nurses with patients so they can get treatments for their chronic conditions in the home rather than going to an overcrowded hospital. Our model benefits all stakeholders - patients get more convenient care, nurses access flexible work for better pay, pharmacies fill more prescriptions, hospitals reduce low-reimbursement admissions, and payors enjoy 12x reduced costs with home-delivered care.
We're at an inflection point in our growth. We've successfully demonstrated multi-state expansion, validated strong unit economics, and boast remarkable retention of patients, nurses, and pharmacies. We've facilitated over 85,000 patient visits and are scaling our platform, team, and operations to serve more geographies and patients.
The Role
As an Intake Specialist, you'll play a key role in our operations and customer success by managing new patient referrals and coordinating timely start-of-care visits. These visits are typically more urgent than routine healthcare appointments, so your ability to act quickly, communicate clearly, and manage details with precision will directly impact patient outcomes and satisfaction.
You'll serve as a liaison between specialty pharmacies, nurses, and patients-leveraging technology platforms to ensure smooth coordination, timely staffing, and successful care delivery. This is an externally facing role that requires excellent organizational skills, strong attention to detail, and a proactive, solution-oriented mindset.
Customer service is central to this position. As the first point of contact for patients, pharmacies, and nurses, you'll represent Float Health with empathy, professionalism, and efficiency. Your ability to resolve issues quickly and accurately will help build trust and drive a seamless experience for all stakeholders.
You'll contribute to achieving company goals by making staffing decisions aligned with operational and financial objectives. You'll need to be flexible and adaptable as priorities shift. We're looking for someone who is highly engaged and eager to identify opportunities to improve our workflows, technology, and overall user experience.
Who you are

• You're flexible and have a learner mindset: we're a start up, we move fast and are constantly improving.
• You thrive in urgency: our patients are sometimes discharged directly from the hospital to home visits on short notice, you are a key part of their care delivery.
• You're team-oriented: in a remote role, strong teammate connections are more important than ever.
• You have a strong sense of accountability and integrity: external customers and internal team members will rely on you everyday.

What you'll do:

• Utilize the Float Health platform and supporting technology (Zendesk, Google Suite, Slack) to coordinate start of care visits, including:
  • Collecting information from pharmacies and patients
  • Matching appropriate nurses to patients
  • Managing offers in our marketplace to ensure we pay the nurses a responsible rate
  • Onboarding patients to Float Health
  • Confirming logistics and schedules with all users to ensure a safe and seamless home visit
  • Responding to restaff and reschedule requests as they arise
• Communicate clearly, kindly, and proactively with specialty pharmacies, nurses, and patients via email, phone calls, chat, and SMS
  • Respond to Inbound phone calls, emails, chat, and SMS as well as initiating outbound
• Work cross functionally with internal teams in shared queues and Slack to ensure visit documentation and other visit related tasks are completed
• Prioritize and coordinate multiple tasks simultaneously
• Learn new processes and technology continuously
• Develop and maintain positive relationships with peers at specialty pharmacies
• Complete tasks related to pharmacy engagement as needed
• Provide feedback to improve our technology and processes

Required skills:

• Previous experience with medical scheduling
• Ability to utilize multiple technology platforms simultaneously
• Ability to manage inbound communication while supporting other tasks
• Ability to type 60 words per minute with high accuracy
• Excellent critical thinking and problem-solving abilities
• Highly organized with excellent time management skills
• Exceptional customer service skills
• Exceptional written and verbal communication, including the ability to digest and explain complex information clearly to all users
• Ability to work effectively both independently and in a team environment

Preferred experience:

• Proficiency in medical terminology and policies and prior experience in the healthcare industry is highly desirable
• Previous infusion therapy, healthcare intake, or specialty pharmacy experience preferred
• Previous start up experience is preferred

Location and Schedule
Location: This is a fully remote position based in the US.
Employment Type: This is a full time position working 40 hours per week. We are looking for someone who can work weekends as part of their regular schedule for this role.
Work Hours: Float operates in the PST time zone. This role is expected to work Sunday-Thursday, with shifts typically running 9am-5pm or 11am-7pm PST.
Benefits:

• Medical, dental, vision
• 401k matching
• Unlimited PTO with minimum days
• Paid parental leave
• Phone & internet monthly stipend
• Annual Learning Stipend
• HSA & FSA
• Voluntary Life, Accident, Hospital, and Critical Illness Insurance
• Zero commute. Work wherever you are (on or around US hours)

Compensation:
Compensation for this role consists of a base salary and options grant, with the base salary expected to range from $48,000 to $50,000. Individual compensation will be commensurate with the candidate's experience and skills.
Culture:
We're a Series A startup looking for individuals who are willing to grow with the team and adapt to our fast-paced, ever changing work environment.
At Float, we #WorkfortheSuperNurse. We believe that making the best nurses the heroes attracts the best talent, and in turn delivers the best patient experience. As our nurses boldly do what's right for our patients, we boldly do what's right for them. If this is a purpose that inspires you, we'd love to talk!
Float Health is an equal opportunity employer. We celebrate the diversity of the team that builds for diverse users. We are committed to creating an inclusive environment for all employees.