Details zum Jobangebot
About Our Client
Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes.
At the hiring company, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way.
About The Role
Our client is seeking an Onboarding and Support Specialist (L1) who will play a pivotal role in ensuring a seamless experience for our customers from onboarding to ongoing support. As a key link between company operations and customers, you will provide comprehensive training to new Medical Group users and deliver hands-on customer service through accurate and timely responses to inquiries.
Reporting to the Director, Provider Operations, and collaborating closely with Product, Engineering, and Strategic Operations teams, you will be instrumental in maximizing the value our providers and users derive from the App throughout their journey on our platform. You will also have the opportunity to actively contribute to new initiatives as we pilot processes and expand the Onboarding & Support function within the company. You will spend the majority of your days working directly with providers and users over training calls, customer support tickets, and outbound outreach.
What You’ll Do:
- Serve as the initial point of contact for customers via various communication channels (phone, email, and live chat)
- Provide group and 1:1 training to new Medical Group users to ensure a smooth onboarding experience.
- Reproduce and troubleshoot user issues or product bugs and provide clear and accurate solutions.
- Develop a deep understanding of our software product (the App), features, and functionality. Stay up-to-date with product updates and enhancements
- Contribute to knowledge base articles for common issues.
- Assist customers in understanding and effectively utilizing the App by providing step-by-step guidance and training
- Collaborate with Operations, Product, and Engineering teams to diagnose and resolve technical user problems promptly.
- Escalate incidents in a timely and efficient manner, ensuring accurate reporting and documentation.
- Author and maintain support documentation to improve user experience or efficiency of product support activities.
- Gather customer feedback and insights, relaying them to the product development and QA teams for continuous improvement. Recommend creative solutions to enhance the user experience.
- Adhere to company policies and procedures, including data security and privacy standards, to safeguard customer information and uphold the highest ethical standards.
As Onboarding and Support Specialist You Should Have:
- Prior experience in a software technical support or training role (such as customer experience, training specialist, customer support)
- Dedication to delivering world-class customer experience. You exhibit empathy, courtesy, helpfulness and efficiency.
- Excited about helping providers and users - comfortable communication across multiple channels
- Excellent communication, interpersonal skills, and professional writing skills to clearly articulate information and make recommendations that improve the customer experience
- Strong critical thinking, organizational skills and the ability to work effectively in a fast-paced, ever-evolving environment
- Admiration for teamwork and the ability to work with different internal groups to enhance our customer’s experience
- Experience with Zendesk helpful, but not required
Salary Range
$63,000 - $75,000
Perks & Benefits:
The hiring company offers a carefully curated selection of wellness benefits and perks to our employees:
- Medical, Dental and Vision Benefits
- Unlimited PTO (and ask our recruiting team about the ways we make sure employees are actually taking PTO)
- Universal Paid Family Leave, with up to 21 weeks of fully paid leave available to new parents and caregivers
- Company sponsored One Medical memberships and Citibike memberships
- Medical Travel Benefits
- A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations
- Stock Options & a 401k matching program
- Career development opportunities like Manager Training, coaching, and an internal mobility program
- A broad calendar of company sponsored social events that for our in-office and remote employees
