[Hiring] Chat Support Specialist @Recora, Inc

Role Description

Recora Health is seeking a compassionate, detail-oriented Chat Support Specialist to support patients enrolled in our virtual cardiac rehabilitation (CR) program. This role serves as a frontline point of contact for patients via chat, helping them navigate scheduling needs, program questions, and technical support while ensuring a positive and supportive patient experience.

The ideal candidate is patient-focused, calm under pressure, and skilled at handling multiple conversations while maintaining accuracy and empathy in a healthcare setting.

Key Responsibilities

Patient Chat Support

• Respond to inbound patient chats in a timely, professional, and empathetic manner
• Assist patients with:
  • Canceling or rescheduling sessions
  • General program questions
  • Navigation within the virtual CR platform
• Provide clear explanations of program expectations, session types, and next steps

Scheduling & Session Support

• Support patients with appointment changes in alignment with program guidelines
• Identify sessions that require coverage or escalation and route appropriately
• Ensure patient requests are accurately documented and reflected in the patient’s profile.

Program Navigation & Education

• Guide patients through:
  • How to join sessions
  • Understanding different session formats (1:1, group exercise, education, hybrid)
  • Where to find schedules, reminders, and resources
• Reinforce the value and structure of cardiac rehabilitation when appropriate

Escalations & Care Team Coordination

• Identify concerns that require escalation (clinical concerns, repeated cancellations, dissatisfaction)
• Route issues to the appropriate internal teams (Care Team, PXC, Clinical Manager)
• Document interactions clearly for continuity of care

Documentation & Accuracy

• Accurately document chat interactions in required systems
• Follow established workflows, SOPs, and compliance requirements
• Maintain patient confidentiality and HIPAA compliance at all times

Qualifications

Required

• 1+ year experience in customer support, healthcare support, or patient-facing roles
• Strong written communication skills with the ability to convey empathy and clarity
• Comfort working in fast-paced, multi-chat environments
• Strong attention to detail and follow-through
• Ability to work independently in a virtual setting

Preferred

• Experience in healthcare, telehealth, or clinical support environments
• Familiarity with scheduling systems or EMRs
• Experience supporting older adult populations
• Bilingual (preferred but not required)