US Patient Onboarding Support

Full Job Description

About FoodMarble

FoodMarble is a digital health company focused on improving digestive health. We’ve provided over 90,000 app-connected breath analysis devices (AIRE) to help patients and their providers better manage conditions such as IBS and SIBO. We also developed MedAIRE, our FDA-listed platform for clinicians, now used by leading US healthcare organizations. Our technology is transforming digestive care, and we’re expanding our team to support more patients and providers.

We’re especially looking for team members available Monday–Friday, 2pm–10pm PT, plus occasional weekend shifts (once a month).

Job Responsibilities

The Role:

As part of our Healthcare Team, you’ll support patients once they’re enrolled by their healthcare site you will:

(1) Guide patients through their scheduled breath tests via SMS, email, and phone.

(2) Answer questions about the process, our app, and device in clear, simple terms.

(3) Provide extra support to patients who may be older or less comfortable with technology.

(4) Respond to questions from clinicians, researchers, and patients, escalating when needed.

(5) Share insights with the wider team to help improve our products and services.

Job Requirements

We pride ourselves on how well we support our customers. This means we take care to understand their problems and answer their questions clearly, accurately, and promptly. Some key qualities we’re looking for:

Excellent written English: able to write in a clear, relatable, and friendly style.

Excellent English comprehension: able to understand written and spoken English to a very high standard.

Excellent spoken English: able to understand patients and explain solutions clearly over the phone.

Scientific/healthcare/nutritional aptitude: our product relates to the human body, so it helps to have a basic understanding and/or the interest and ability to learn quickly.

Strong technical skills: comfortable using web-based tools like our CRM (Freshsales), Dropbox, Gmail, Slack, and Zoom, with prior experience in similar tools.

Good judgment: able to make sound decisions when handling customer issues, especially when things go wrong or when a customer is demanding.

Ambassador: a strong advocate for the brand and gut health.

Team player: someone who makes the whole company better.

Organised: excellent organisational and time management skills.

Spanish skills (bonus): helpful if you can speak Spanish, as many US patients prefer to communicate in Spanish. This is a plus, not a requirement.

Skills Required

• Customer Support - Intermediate
• Email Support - Intermediate
• Phone Support - Intermediate
• Zoom - Beginner
• Slack - Beginner
• Customer Service - Intermediate
• CRM - Beginner
• Science - Beginner
• Time Management - Intermediate

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