Customer and Logistic Support Helpdesk

Benefits

• Competitive hourly rate
• Opportunity to work with a passionate and dedicated team
• Ongoing training and professional development
• Chance to make a meaningful impact in the healthcare industry

About Locus Health

Locus Health delivers innovative healthcare solutions designed to improve patient outcomes through technology and compassionate care. We are committed to providing high-quality, patient-centric services and support to our clients. Our team is dedicated to advancing healthcare and making a positive difference in the lives of patients and their families.

Overview

This part-time role combines helpdesk support, customer care, and logistics coordination within a healthcare setting. Based onsite in Charlottesville, VA, you will assist clients and patients, resolve technical issues, and help ensure smooth shipment and receipt of materials. The position offers flexible afternoon hours and a chance to contribute to essential healthcare operations.

Work details

Location: Onsite in Charlottesville, VA

Schedule: Flexible part-time afternoon hours

Employment type: Part-time

Responsibilities

• Respond to customer inquiries and support requests via phone, email, and chat in a timely and professional manner
• Troubleshoot and resolve technical issues related to healthcare software and services
• Provide clear, step-by-step guidance to customers on product usage
• Offer proactive digital navigation support, guiding patients and caregivers through the platform and anticipating needs
• Document and track support requests and resolutions in the ticketing system
• Collaborate with internal teams to escalate and resolve complex technical issues
• Maintain a high level of customer satisfaction by delivering reliable service
• Assist in creating and maintaining support documentation and FAQs
• Stay informed about product features, updates, and industry trends to share accurate information

Requirements

• Collaborates with logistics technicians, customer service reps, service providers, and others involved in shipment and receipt of products
• Tracks and updates the status of incoming and outgoing shipments
• Unloads deliveries and sorts, stocks receivables
• Assembles packaged kits for delivery
• Provides backup support for logistics personnel
• Maintains a clean, organized working area
• Complies with HIPAA, HITECH, privacy policies, and information security requirements
• Maintains strict confidentiality of patient, client, and company information
• Accesses, uses, and discloses Protected Health Information (PHI) only as required to perform duties
• Reports any suspected privacy, security, or compliance concerns per procedures
• Participates in required HIPAA, privacy, security, and compliance training
• Follows data protection, password management, device security, and record retention practices
• Previous experience in a helpdesk or customer support role, preferably in healthcare or technology
• Strong technical troubleshooting skills and ability to quickly learn new software
• Excellent verbal and written communication
• Empathetic and patient approach to customer interactions
• Ability to work independently and manage time effectively in an office setting
• Familiarity with healthcare software and electronic health records (EHR) is a plus
• Proficiency with ticketing systems, CRM software, and other support tools
• Strong sense of organization and urgency

Technologies

• Ticketing systems
• CRM software
• Healthcare software
• Electronic Health Records (EHR) systems