Customer Success Specialist

🕒 il y a 2 mois

🌵 Arizona – Distant

🌵 Arizona – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Healthcare Outcomes Performance Co. (HOPCo)

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1001 - 5000 employés

🤝 B2B

☁️ SaaS

💰 Private equity en 2019-02

B2B • SaaS

Healthcare Outcomes Performance Co. (HOPCo) est la plus grande organisation de soins orthopédiques basés sur la valeur aux États-Unis, spécialisée dans la prestation complète de soins musculo-squelettiques (MSK), la gestion et la création de valeur. Dirigée par des médecins et des cadres orthopédiques, HOPCo exploite un réseau cliniquement intégré MSK accrédité et propose des solutions de partenariat pratique et de système de santé, des programmes de santé de la population et de soins basés sur la valeur à destination des payeurs, des analyses et des rapports de résultats, ainsi que des outils numériques d'engagement des patients pour aligner les parties prenantes, améliorer les résultats et réduire les coûts totaux des MSK.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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