Patient Technology Support Specialist
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Job Description
Patient technology support specialist helping Aviary Health patients access virtual cardiac rehabilitation. Troubleshooting tablets, connectivity, Zoom, and apps while supporting retention and clinical outcomes.
Responsibilities:
- Provide real-time technical support during patient sessions via phone and chat
- Conduct tablet setup calls for newly enrolled patients, including unboxing, charging, WiFi connection, app login, and test Zoom sessions
- Handle clinician tech callback requests for mid-session technical issues
- Troubleshoot WiFi/internet connectivity, Apple ID and account access, Zoom permissions, app crashes, browser compatibility, device reboots, and updates
- Coordinate loaner tablet shipments and returns
- Use remote device management tools to diagnose and resolve tablet issues
- Document tech interactions and resolution notes in Aviary Platform
- Identify recurring technical patterns and escalate systemic issues to Product/Engineering
- Collaborate with Enrollment on pre-session technology checks for BYOD patients
- Maintain an internal knowledge base of troubleshooting steps and patient-facing guides
- Support Aviary Health's patients in accessing virtual cardiac rehabilitation sessions and help improve patient retention and clinical outcomes
- Work with the Patient Engagement team, Exercise Physiologists, and Enrollment Specialists; report to the Senior Program Manager
Requirements:
- 1+ year in a help desk, tech support, or customer-facing IT role
- Exceptional patience and empathy when supporting elderly, non-tech-savvy patients
- Strong troubleshooting instincts to diagnose WiFi, device, app, or user-error issues
- Comfortable with iPads/iOS, Android tablets, Windows/Mac basics, Zoom, WiFi networking fundamentals, and browser troubleshooting
- Excellent verbal communication for explaining tablet and connectivity steps to novice users
- Reliable internet connection and quiet workspace for phone-based support
- Available Monday–Friday during core hours, with flexible scheduling between 10am–8pm ET
- Experience in healthcare, telehealth, or patient-facing technology support preferred
- Familiarity with remote device management (MDM) tools preferred
- Experience with Zoom administration or troubleshooting at scale preferred
- Basic familiarity with Slack and task management platforms preferred
- CompTIA A+ or similar certification preferred, not required
- Bilingual English/Spanish preferred
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