Technical Support Specialist - Labs

About Fullscript

Fullscript leads the way in whole-person, proactive healthcare, enabling over 100,000 providers to serve 10 million patients. Our platform empowers providers to deliver complete care: designing holistic health plans, educating patients, managing lab diagnostics, and prescribing high-quality supplements—all in one place. Together, let’s make healthcare whole.

About Rupa Health

 Rupa Health, acquired by Fullscript, modernizes lab test management for healthcare providers by making it easy to order, track, and manage specialty lab tests in one place. Rupa focuses on “root cause medicine,” empowering practitioners to go beyond symptom management and explore the underlying factors of health issues through advanced diagnostics. This approach aligns with Fullscript’s whole-person care mission, enhancing patient outcomes through a more comprehensive view of wellness.

Role Overview

As a Technical Support Specialist on the Rupa Health team, you’ll ensure a smooth lab testing experience for patients and providers. You’ll manage and resolve lab issues, work cross-functionally to improve processes and handle support communications with empathy and clarity. This role is ideal for someone detail-oriented, collaborative, and passionate about exceptional customer service.

While this position is remote, we will only pursue candidates currently residing in Kelowna - British Columbia, Ottawa - Ontario, and surrounding cities.

• Log Issues: Document specimen issues promptly and clearly.
• Resolve Problems: Work with Order Operations to resolve pending issues.
• Support Communications: Address provider and patient questions with empathy.
• Manage Tickets: Organize and resolve support tickets efficiently.
• Collaborate: Work across teams to enhance processes.

• Clear Communicator: Skilled in written and verbal communication.
• Experienced in Support: Background in customer support or similar role.
• Organized and Proactive: Strong attention to detail and task management.
• Problem Solver: Proactive in identifying and addressing issues.
• Adaptable: Quick to learn in a dynamic environment.

• Timely Issue Logging: All specimen issues are accurately logged within the designated SLA.
• Effective Issue Resolution: Successfully collaborate with the Order Operations and Customer Support teams to resolve and close out pending issues within set timeframes.
• Customer Satisfaction: Demonstrate a high level of empathy and clarity in communications, achieving positive feedback from patients and practitioners for creating a world-class experience.
• Efficient Ticket Management: Maintain an organized workflow to effectively handle and resolve a high volume of tickets.
• Cross-Functional Collaboration: Proactively engage with cross-functional team members to improve processes, contributing suggestions that enhance the customer experience and efficiency of the team.
• Process Compliance: Consistently follows established protocols and procedures, ensuring all communications and resolutions meet quality standards.

• While this position is remote, we only pursue candidates in Kelowna, BC, Ottawa, ON, and surrounding cities.
• Remote Flexibility: Ability to work Wherever You Work Well*
• Professional Growth: Training and Development opportunities 
• Flexible & Customizable Benefits: packages with up to 2k for paramedical services (mental health, naturopathic) and/or HSA
• Competitive Total Rewards: Stock Options & RRSP Matching 
• Wellness Perks: Discount on Fullscript catalog of products for family & friends

*Our Wherever You Work Well philosophy lets Fullscript teammates choose their ideal workspace—whether that’s in-office, at home​​, or a mix of both 🐶. For those not near a Fullscript office, remote work is fully supported within their home province or state, with occasional opportunities to connect in person.

The important stuff:

Our team handles a lot of sensitive health information, which means we require all candidates who receive and accept employment offers to complete a background check before being hired.

Fullscript is committed to diversity in its workforce and is proud to be an equal-opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate. Accommodations are available on request for candidates participating in all aspects of the selection process.

Please send an email to accommodations@fullscript.com and let us know the nature of your request and your contact information.

Want to learn more? Check us out at www.fullscript.com, www.rupahealth.com or find us on social media.

IN THE NEWS: Fullscript acquires Rupa Health