Job Post

Customer Service Representative


GEM is determined to make healthcare, and all aspects of receiving the care a patient needs, simpler for everyone.  Patients deserve simple, hassle free and affordable care that works. Clinicians should focus on providing care, not administering the business of care. Insurance companies and employers should have confidence in the partners they choose; that partners are focusing on reducing costs for everyone and driving positive outcomes.

GEM HEALTH is the company and platform driving towards these ambitious goals in specialty care. Specialty care picks up where Primary Care hands off and is their partner to help diagnose, treat, and support patients at scale.  Gem’s first offering, Gem Sleep,will be the first patient focused solution that solves the most pressing problems in Sleep Apnea – one partner to help navigate the end-to-end processin an accessible and affordable manner.

Come help us build the platform that consumers truly want,but rarely expect and receive, for their health.


Role Overview:

GEM seeks a Customer Service Representative to support our patients’ needs and provide a superior customer experience. You will be responsible for interfacing directly with patients to support their journey with GEM. We are building a safe and reliable healthcare experience that patients expect but re-thinking it to deliver simplicity and delight with each interaction. Your passion for helping people and problem solving will help establish a foundation around which we will build the future of the Patient SupportTeam. In doing so, you will work closely with product and operations leaders to create and execute standards and processes around various needs for patient support, while helping people live healthier lives.



·      Serve as a face of the company to patients, consistently providing a positive and supportive experience

·     Respond to customer inquiries in a timely manner and ensure prompt follow-up

·      Interact with patients on clarifications and resolutions as needed

·      Perform research as needed to help resolve issues

·      Triage complex inquiries and forward them to appropriate tier 2resources

·      Coordinate with relevant areas, clinicians, and vendors to resolve unsolved issues

·      Learn and maintain expert knowledge on our products and services

·      Serve as the voice of customer by sharing feedback to improve products and services

·      Build a GEM knowledge base for common questions, problems, etc.To be used as a training/reference guide as the team grows

·      Wear as many hats as needed. This isn’t a specialist role and as a young startup, we need someone who is willing to get their hands dirty where needed.



·      You believe that you can have a direct impact on the health and well-being of millions of people.

·      Excellent interpersonal communication skills, both verbal and written

·      Action-oriented using creative thinking to solve problems and find resolution

·      Superior listening skills, seeking to understand customer needs and wants

·      Comfortable in a fast-paced environment

·      Bachelor’s degree in business or healthcare of similar field, or equivalent work experience.

·      2-3 years’ experience in CPAP/DME industry or clinical area is a plus

·      Customer service or inside sales experience

·     Ability to use multiple software systems

·     Detail Oriented and superior organizational skills to ensure all patients comments/questions are addressed as quickly as possible

Job Level:
Overtime Status: