Operations Support Specialist - Phone/Supply Team

Float Health is building the marketplace for specialty pharmacy. Our mission is to make healthcare safer, easier, and more efficient by 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 into the overcrowded hospital. The model is unique in that all stakeholders benefit - patients get more convenient care, nurses get access to flexible work for better pay on their days off, pharmacies fill more prescriptions, impacted hospitals reduce admission for loss-leading low reimbursement patients, and payors enjoy 12x reduced costs when care is delivered at home.

Our patients are largely chronic, requiring regular treatments to sustain their quality of life. Nurses are burnt out with hectic hospital shifts and love that our platform allows them the flexibility and autonomy to create their own schedules. Providers want reliability, quality, and minimal effort to find nurses for their prescriptions.

Float is a Y Combinator W22 alum, fast-growing startup. We are distributed across the world and remote-first. We care deeply about communication, empathy, curiosity, autonomy, and velocity of execution. We just closed our Series A this summer, making it the perfect time to come onboard to change the way healthcare is delivered.

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Position Overview:

Our Logistics Team, which oversees Operations Support Specialists on the Phone, Billing, and Supply Teams, plays a vital role in ensuring seamless coordination and support for our nursing staff, patients, and partner pharmacies. As the Operations Support Specialist, you will primarily be responsible for handling phone calls and text messages related to in-home infusion visits from nurses, patients, and pharmacies. Your primary focus will be on the Phone Team, directing callers to the appropriate departments and individuals to address their inquiries effectively. Additionally, you will assist the Supply Team in tracking down and resolving supply issues experienced by our patients and nurses.

Responsibilities:

Communication Support:

• Answer and respond to phone calls and text messages from nurses, patients, and pharmacies.
• Address basic inquiries regarding scheduling, infusion visits, and general information.
• Direct complex or sensitive queries to the appropriate clinical or scheduling staff.
• Handle an average of 25-30 calls per day, with potential growth in call volume as the company expands.
• Monitor the main line for incoming text messages and redirect them to relevant team members as needed.
• Call/text patients to confirm their upcoming in-home infusion visits.

Supply Management:

• Assist the Logistics Lead in troubleshooting supply issues experienced by patients and nurses.
• Coordinate with pharmacies to address supply discrepancies, such as delayed deliveries or missing medications.
• Follow up with pharmacies to track and ensure timely delivery of supplies/medications to patients.
• Collaborate with the team to develop strategies for mitigating supply issues in the future, using creative problem-solving approaches.

Team Collaboration:

• Work closely with the Logistics Lead to support the overall efficiency and effectiveness of the Communications Team.
• Collaborate with various team members, including nurses, clinical staff, and scheduling personnel, to ensure smooth communication and coordination.

Qualifications:

• Excellent verbal and written communication skills, capable of dealing with various stakeholders (nurses, patients, pharmacies) with professionalism and compassion.
• Strong problem-solving abilities to understand and address complex situations effectively.
• Ability to multitask and handle a high volume of calls and messages efficiently.
• A team player with the capacity to work collaboratively and contribute to the success of the team.
• Stable and reliable internet connection. Backup internet source is a plus.
• Proficient computer skills and familiarity with communication tools (e.g., phone systems, texting applications).
• Availability to work during regular business hours (8 am - 5 pm PST) to support our current California-based operations, with opportunity for varying schedules as the company expands.

Join our growing team and make a meaningful impact on the lives of patients and healthcare professionals. If you possess the qualities described above and are ready to take on this exciting role, we encourage you to apply and be a part of our dedicated team working towards better patient care in the comfort of their homes.

Job Types: Full-time, Contract

Pay: $17.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 3 years (Required)
• Medical terminology: 1 year (Preferred)

Work Location: Remote