Customer Success Specialist

🕒 March 27

🌵 Arizona – Remote

🌵 Arizona – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Healthcare Outcomes Performance Co. (HOPCo)

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

💰 Private equity on 2019-02

B2B • SaaS

Healthcare Outcomes Performance Co. (HOPCo) is the largest orthopedic value-based care organization in the U. S. , specializing in comprehensive musculoskeletal (MSK) care delivery, management, and value creation. Led by orthopedic physicians and executives, HOPCo operates an accredited MSK clinically integrated network and offers practice partnership and health system solutions, payor-facing population health and value-based care programs, analytics and outcomes reporting, and digital patient engagement tools to align stakeholders, improve outcomes, and lower total MSK costs.

📋 Description

• Responsible for responding to all customer requests via email or phone in a timely manner. • Assist patients with clinical program enrollment and registration. • Respond to patient questions and complaints as required, resolving problems, and maintaining high patient satisfaction levels. • Communicate with patients in a kind, patient, and empathetic manner. • Create and promote a positive patient experience. • Provide basic support to patients for smartphone application installation and activation. • Assist patients with basic troubleshooting. • Escalate product issues to appropriate team members. • Fully investigates product issues to assist technical team in troubleshoot • Utilize proper software and tools to maintain records and access technical information • Accountable for all required record-keeping • Collect, analyze, and report on support metrics. • Participate in the creation and continuous improvement of documentation and processes • Build relationships and foster teamwork with team members, leadership, and other departments. • Maintain a HIPAA-compliant environment. • Perform additional duties as assigned.

🎯 Requirements

• Prior experience in health care is preferred. • Prior support experience is preferred • Experience with and knowledge of smartphones and computer technology. • Computer skills necessary to function in web applications and support software. • Excellent communication and customer service skills.

🏖️ Benefits

• Competitive Health & Welfare Benefits • Monthly $43 stipend to use toward ancillary benefits • HSA with qualifying HDHP plans with company match • 401k plan after 6 months of service with company match (Part-time employees included) • Employee Assistance Program that is available 24/7 to provide support • Employee Appreciation Days • Employee Wellness Events