This is a remote position.
Position Summary: As a Sr. Specialist, Customer Care, you will be responsible for delivering outstanding customer service and some technical support to the health plans and other organizations who use our client's solutions. You will serve as a trusted advisor, assisting clients in maximizing the value of our solutions and addressing any issues or concerns they may encounter. This role requires a strong focus on customer satisfaction, effective communication skills, and a passion for helping others succeed.
The Sr. Specialist, Customer Care reports to the Manager, Operations in the Operations department. This is a full-time, exempt, remote position. Specific Responsibilities: · Serve as the primary point of contact for clients, providing responsive and personalized support via phone or email channels.
· Respond promptly to client inquiries, troubleshoot issues, and provide step-by-step guidance to resolve business and technical problems.
· Document client interactions, issues, and resolutions in our internal system with accuracy and attention to detail.
· Collaborate with cross-functional teams, including technology, product management, and customer success, to escalate and resolve issues as needed.
· Conduct remote training sessions and product demonstrations for clients, ensuring they have the knowledge and skills to effectively utilize our solutions.
· Proactively identify opportunities to improve client satisfaction and streamline support processes and implement solutions to enhance the overall customer experience.
· Stay informed about industry trends, best practices, and updates to our products, sharing relevant information with clients to support their success.
· Attend regular solution release meetings to stay informed on upcoming changes.
· Maintain Policy and Procedure documentation.
· Remain abreast of trends and changes within the healthcare industry including mergers and acquisitions. Supervisory Responsibilities: · No direct supervisory responsibility.
· May be asked to coach or mentor others.
Requirements Skills: · Strong interpersonal and communication skills.
· Ability to empathize with clients and effectively communicate technical information in a clear and concise manner.
· Self-starter with strong initiative and problem-solving skills.
· Ability to adapt quickly while maintaining composure.
· Detail-oriented individual with strong verbal and written communication skills.
· Customer-focused mindset with a passion for delivering exceptional service and building relationships.
· Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
· Familiarity with healthcare IT systems and terminology a plus.
· Intermediate proficiency using Excel, PowerPoint, and Microsoft Word.
· Workflow and Customer management tool experience preferred (e.g. Jira and Confluence, Microsoft CRM, Salesforce.com).
Experience: ·2-4 years of experience in a customer service or technical support role, preferably in the healthcare IT/SaaS industry.
Education: Bachelor's degree in healthcare administration, information technology, or a related field preferred.
Benefits Our client offers competitive compensation along with an extensive benefits package for all full-time employees, including medical, dental and vision coverage, tuition assistance and a 401k. We offer full-time remote work to all staff from any location and maintain a physical office in downtown Washington, DC.
