Remote Chat Support Specialis

Role Description This part-time Remote Chat Support Specialist role at DF Care - Hospital de Transição focuses on providing responsive, empathetic, and accurate support to patients, families, and healthcare partners via online chat. The specialist will handle incoming chat inquiries, clarify needs, and offer appropriate information or guidance in line with hospital policies and procedures. Daily tasks include resolving basic technical access issues, documenting interactions clearly in support systems, and escalating complex cases to the appropriate clinical or administrative teams. The role also involves monitoring chat queues, maintaining service levels, and collaborating with colleagues to improve support resources such as FAQs and standard responses. This is a remote role, requiring consistent availability during scheduled shifts and adherence to privacy and confidentiality standards in a healthcare environment.

Qualifications

• Strong customer support and communication skills to manage patient and caregiver inquiries professionally and with empathy.
• Proficiency in technical support and troubleshooting to assist users with platform access, basic system issues, and navigation.
• Analytical skills to interpret user requests, identify core issues, and determine effective solutions or escalation paths.
• Comfort working with chat platforms, ticketing or CRM tools, and basic office software.
• Ability to work independently in a remote setting, manage time effectively, and maintain reliability during scheduled part-time shifts.
• Solid written communication in English; additional language skills are an asset.
• Understanding of or interest in healthcare services, patient confidentiality, and data protection best practices.
• Prior experience in customer support, help desk, or contact center roles is preferred; high school diploma or equivalent required, post-secondary education is a plus.