Customer Support Specialist

ABOUT NEUROKAIRE

NeuroKaire is transforming the way depression is treated by bringing precision medicine to psychiatry.

Our BrightKaire™ test uses a simple blood sample to provide clinicians with a unique window into an individual patient’s biology, combining neuronal response, genetics, and medical history to help identify the antidepressant treatment most likely to work for that patient.

Our goal is simple: replace trial and error in mental-health treatment with more personalized, evidence-driven care.

THE ROLE

A transformative healthcare technology only makes an impact patients can successfully access it and clinicians want to use it again.

We’re looking for someone exceptional to help make that happen.

You will be the person connecting patients, prescribing clinicians, clinics, our New Jersey laboratory, phlebotomy and logistics partners, billing, and the NeuroKaire commercial team. You’ll own the journey from the moment a BrightKaire test is prescribed until the result reaches the provider—and help ensure that every interaction builds confidence in ordering again.

This is not a traditional customer-service role. You’ll combine patient support, provider account management, and hands-on operations. You’ll solve problems before they become problems, build relationships with our customers, identify accounts that need attention, and continuously improve how we operate as we scale.

You’ll be joining an early commercial-stage healthcare company, so we’re looking for someone who is equally comfortable speaking compassionately with a patient, building a relationship with a psychiatrist, investigating a delayed blood sample, and digging into HubSpot to understand why an account stopped ordering.

WHAT YOU’LL DO

Patient Experience

•      Be the main point of contact for patients from order to results – calls, emails, webform.

•      Guide patients through each step: consent, payment, insurance, and scheduling a blood draw, and keep them updated when timelines change.

•      Handle sensitive conversations with empathy and professionalism, and route clinical questions to our medical team.

Provider, Clinic & Partner Success

•      Onboard new providers and clinics, and walk them through ordering and the structure of the report.

•      Build long-term relationships with providers, clinics, and partners as a trusted advisor who keeps them confident and satisfied.

•      Own your account portfolio – track ordering activity, re-engage accounts that go quiet, and manage partner relationships with clear KPIs.

Order-to-Result Operations

•      Manage the order-to-result journey in HubSpot – prescriptions, insurance, sample tracking, and report delivery – and flag anything that stalls.

•      Coordinate day-to-day with the NJ lab, logistics providers, and billing partners to keep samples moving and catch delays early.

WHAT YOU BRING - Must Have

•      3+ years in customer success, account management, patient services, or client-facing operations.

•      Meaningful healthcare experience. You understand that supporting a patient or healthcare provider requires greater accuracy, empathy, responsiveness, and discretion than ordinary customer service.

•      Both B2C and B2B experience – you’ve supported individual patients or consumers as well as B2B clients such as providers, clinics, or partners.

•      Hands-on CRM experience (HubSpot preferred), including managing pipelines, tickets, and account data.

•      Excellent phone presence. You can be warm and reassuring while remaining efficient, clear, and professional, including when someone is frustrated or distressed.

•      Exceptional organization and follow-through. You can manage many patients, accounts, and moving pieces simultaneously without letting details fall through the cracks.

•      Startup mindset – you’re comfortable with building processes as you go.

•      Excellent English, written and spoken.

An Advantage

•      US insurance, billing, prior authorization, or reimbursement experience.

•      A clinical background (e.g., RN, MA, phlebotomist, CRC).

•      You’ve worked at a diagnostics, genetic testing, or specialty lab company.