Customer Service Specialist

We're Scan.com http://Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

As a Customer Service Specialist, you will serve as a key connection point between patients, providers, attorneys, and internal teams. You'll be responsible for keeping appointments, documentation, imaging reports, and case updates moving forward through clear, timely, and professional communication.

This role is ideal for someone who thrives in a high-volume environment, takes pride in accuracy, and knows how to balance empathy with urgency. In addition to managing your own workload, you'll also help support team consistency by modeling strong communication, follow-through, and attention to detail while partnering with leadership to keep priorities moving and issues visible.

We're looking for someone who is customer-first, highly organized, bilingual in English and Spanish, and comfortable working across multiple communication channels and systems throughout the day.

This is a fully remote position working 8:00 AM to 5:00 PM PST. Candidates on the West Coast are encouraged to apply, and candidates in the Pacific Time Zone will be prioritized during interviews.

Healthcare or Healthcare Tech experience is strongly preferred/prioritized

As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

- Serve as a trusted liaison for patients, providers, and attorneys, providing proactive updates on appointment status, scheduling changes, reports, records, and other case-related needs.

- Schedule patient appointments across multiple locations and providers, including same-day bookings, reschedules, and cases requiring specific equipment or specialist availability.

- Own patient follow-up to support appointment attendance, including reminders, confirmations, outreach, and appropriate escalation when issues arise.

- Coordinate the timely and accurate delivery of scan reports, imaging records, lien forms, and related documentation, tracking outstanding items through completion.

- Manage high-volume communication across phone, email, text, and internal channels, triaging requests by urgency, complexity, and customer impact.

- Maintain accurate, up-to-date documentation in internal systems so teammates have a clear and reliable view of each case.

- Partner with sales, scheduling, Interops, AR, and leadership to resolve issues, keep cases moving, and provide a seamless service experience.

- Meet and aim to exceed service expectations for response times, follow-through, documentation accuracy, and customer communication.

- Flag recurring issues or workflow gaps to management with thoughtful recommendations, not just problem statements.

- Serve as a trusted resource for the team by modeling strong communication, accuracy, urgency, and follow-through while helping support consistency during high-volume or high-pressure periods.

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE

- Build strong relationships with patients, providers, and attorneys by ensuring all communication (calls, emails, and texts) is clear, professional, and timely

- Become highly proficient in all communication tools (e.g., Front, Dialpad) and scheduling systems to streamline workflows

- Handle the delivery of appointment details, imaging reports, and lien forms to customers with 98%+ accuracy

- Collaborate effectively with internal teams (e.g., scheduling, interops, sales) to resolve issues and improve overall workflows

WHAT YOU MIGHT BRING TO THE TABLE: You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

- You have experience in a fast-paced customer service, communications, scheduling, healthcare, legal, imaging, or other high-volume service environment.

- You are an excellent communicator across phone, email, chat, and internal messaging platforms, and can communicate clearly and professionally with patients, providers, attorneys, and teammates.

- You are detail-oriented and understand the importance of accuracy in all communications, documentation, appointment details, records, and follow-ups.

- You proactively identify issues, communicate them clearly, and collaborate with cross-functiona