Bilingual Patient Support Specialist

About Cloud DX

At Cloud DX, our mission is simple: We make healthcare better for everyone. As a leader in digital health, we deliver award-winning virtual care and remote patient monitoring solutions that empower patients to manage their conditions from the comfort of their home.

Our innovative technology improves outcomes for patients with chronic conditions, reduces costs for healthcare providers, and transforms care delivery across North America. Since 2014, we’ve been driving innovation and making a meaningful difference in the communities we serve.

Cloud DX is growing, and we’re looking for a Bilingual Patient Support Specialist to join our team! 

This part-time role offers flexibility, making it ideal for someone who can adapt to varying schedules. As a key point of contact for patients using our remote monitoring solutions, you’ll provide frontline support, assist with inquiries, and ensure patients can successfully complete their daily monitoring tasks. You’ll also identify and escalate technical issues as needed. 

If you have experience in a support or teaching role and thrive in phone-based communication, we’d love to connect! 

What You'll Do

• Deliver exceptional customer service to enhance the experience for customers, clinicians, and patients. 
• Respond to customer inquiries via phone, live chat, and email, triaging requests and escalating as needed. 
• Ensure records and correspondence are recorded correctly in the customer relationship management system (CRM) when completing compliance calls.   
• Conduct follow-ups and scheduled callbacks to ensure timely resolution of issues. 
• Monitor and assign internal support tickets, evaluate requests to determine appropriate next steps, and escalate high-priority issues to ensure timely resolution. 
• Stay current with system information, changes, and updates.   
• Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.   
• Deliver exceptional customer service to enhance the experience for customers, clinicians, and patients. 
• Respond to customer inquiries via phone, live chat, and email, triaging requests and escalating as needed. 
• Ensure records and correspondence are recorded correctly in the customer relationship management system (CRM) when completing compliance calls.   
• Conduct follow-ups and scheduled callbacks to ensure timely resolution of issues. 
• Monitor and assign internal support tickets, evaluate requests to determine appropriate next steps, and escalate high-priority issues to ensure timely resolution. 
• Stay current with system information, changes, and updates.   
• Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.  

Who You Are

• Bilingual (English & Another Language): We are looking for candidates who are fluent in English and another language. While French-English and Spanish-English are preferred, we welcome applicants who are fluent in other language combinations with English. 
• Team player: You are approachable, enjoy seeing others succeed, and love to jump in and support when needed.    
• Comfortable on the phone: You have strong communication skills, excellent telephone etiquette, and can quickly assess and respond to a variety of inquiries. 
• Detail Oriented: You notice the little things that make a big difference. In fact, if you’ve read this far, please include the word “Precision” in your application for bonus points. 
• You’re Flexible!  This is an hourly position, and while we strive to maintain consistent scheduling, flexibility is required.  
• Great at multitasking. You’re experienced in handling a high volume of requests while staying organized and efficient. 
• A natural problem solver. You take the initiative to find answers, conduct quick research when needed, and know when it’s time to escalate an issue.  
• Passionate about helping others. You genuinely care about helping others, listening attentively to connect patients/clients with the support they need. 

Bonus Points For

• Exposure to a ticketing system and/or being in a call queue.  

When applying to this position please include in your resume or cover letter

• Your availability (specific days + hours you can work) 
• What languages you speak + proficiency  

When applying to this position please include in your resume or cover letter

• Your availability (specific days + hours you can work)
• What languages you speak + proficiency (e.g. English & Spanish)