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Customer Support Specialist

Hybrid - Philadelphia, PA

Repisodic is the leading provider of discharge automation software for U.S. health systems. Our EHR-integrated platform streamlines discharges from hospitals and health systems, driving better patient outcomes and higher operational efficiency. By replacing legacy referral systems with modern, scalable software, we empower care teams to focus on patients — not paperwork. We are a fast-growing, mission-driven company working at the intersection of healthcare, technology, and patient advocacy.

Repisodic recently merged with Trella Health with the combined goals to transform care transitions and advance patient-centered outcomes. Read more about this partnership here.

Position Overview:

We are looking for a Customer Support Specialist to join Repisodic Operations Customer Success team to play a critical role in ensuring our users have an amazing experience using and navigating our digital health products and services. As the first point of contact for our customers, you'll provide assistance, resolve inquiries, and deliver exceptional support. The primary customers that you'll interact with are hospital case managers, social workers, and all levels of employees from post-acute care organizations. In this role, you will deliver a best-in-class customer support experience while collaborating with cross functional teams to enhance customer engagement, understanding, and satisfaction—ultimately helping to drive organizational performance and growth.

Working Hours: 11am - 7pm Eastern

Location: This is a hybrid position requiring 1 day a week in our Philadelphia office.

Reports to: Head of Customer Success & Operations

As a Customer Support Specialist at Repisodic, you will:

  • Develop and maintain working functional knowledge of the Repisodic platform and its key components to effectively address customer inquiries.
  • Apply strong diagnostic and troubleshooting skills to identify, isolate and resolve Tier 1 issues related to user access, permissions, data accuracy and routine technical errors.
  • Manage the full ticket lifecycle by promptly responding to, resolving and documenting all customer support inquiries using the designated ticketing system and internal documentation.
  • Achieve and maintain target Service Level Agreements (SLAs) for ticket response (e.g. < 30 minutes) and resolution, actively managing the personal queue to prevent backlog escalation.
  • Execute clear and defined escalations to seamlessly transition complex or technical issues to the appropriate Tier 2 team for resolution.
  • Handle customer complaints and critical feedback with professionalism and empathy providing clear solutions, documented options and consistent follow-up to secure final resolution.
  • Maintain meticulous records of all customer interactions, accounts and documentation within Zendesk and Salesforce, ensuring strict adherence to communication protocols.
  • Reach out to post-acute care organizations to verify their information related to customer support tickets as well as ongoing company projects.
  • Actively contribute to a positive, collaborative team culture and provide constructive feedback to management to assist with continuous improvement of support processes.

This job might be a fit for you if you have: 

  • Minimum 2 years of experience in a customer support or client service representative role.
  • Solid communication skills by phone and email with professional active listening capabilities.
  • Experience with or willingness to learn customer support software tools: Salesforce, Zendesk, and proprietary company software.
  • Ability to lead customer orientation and adapt/respond to different types of customers, personalities, and circumstances.
  • Ability to multi-task, prioritize, and manage time effectively.
  • BA/BS degree or equivalent work experience.

About Repisodic, a Trella Health solution

Founded in 2017, Repisodic helps health systems streamline hospital discharges with an EHR-integrated automation platform that improves care transitions and reduces administrative burden. By simplifying the discharge process, Repisodic enables hospitals to shorten inpatient stays, match patients with the right post-acute providers, and improve outcomes.

Now part of Trella Health, Repisodic combines its automation technology with Trella’s market-leading data and analytics — giving hospitals and post-acute providers real-time visibility into referrals, patient needs, and provider capacity. Together, we’re helping care teams advance better patient outcomes.

The Trellavator Experience

As part of Trella Health, Repisodic employees enjoy the full Trellavator experience — a culture rooted in trust, transparency, and inclusion. We believe in collaboration and innovation, and we also know how to have fun. The Repisodic team was founded in Philadelphia and have an office in University City where the team collaborates in-office approximately once a week, typically Wednesdays.

We offer competitive salaries with a comprehensive benefits package to all employees and provide an environment that fosters work-life harmonization with Flexible Paid Time Off, along with remote-first work arrangements. As we continue to see exponential growth, our goal is to continue to put team members first and strive to offer our team members the best culture and benefits possible. Some of the benefits we provide are:

  • Health, Dental, Vision & Voluntary Benefits
  • Competitive Salary
  • 401k Retirement Savings
  • Flexible PTO & 10 Paid Holidays
  • Flexible Work Hours
  • Equity Shares
  • Paid Leave Programs
  • Marketplace for discounted retail and entertainment

Equal Opportunity Employer

Trella Health, including Repisodic, is an equal opportunity employer. All persons will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, handicap, veteran status, genetic information, or any other protected status as recognized by federal, state, or local laws.

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