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ABOUT US

CredSimple is building a healthcare technology company that serves the $10B niche of provider network management. Were looking to grow our team with world-class talent who are not only motivated to carry out their specific roles but also help us build an organization that continues to be a great place to work as we scale.

We sell to clients that span the healthcare spectrum from tech-savvy healthcare startups to 100-year-old, Fortune 500 health insurance companies. Were solving very real & challenging problems in the healthcare industry.

ABOUT THE ROLE

The job of our Client Success & Support team is to proactively create an environment where our clients & partners achieve success. Specifically your role as a Support Analyst is to establish trust & partnership with our end users by helping to solve their issues in a  timely, professional & effective manner.


The outcomes were looking for:

  • Provide thorough solutions & develop trusting partnerships with our clients
    • Answer calls, emails & chats from our clients with a strong focus on timely  & thorough resolution of issues that meet the needs of our customer & leave them feeling supported by our team
    • Recognize patterns & escalate all high priority problems
    • Coordinate the resolution of issues primarily between Client Success, Operations & Product
    • Achieve a high level of client satisfaction & review & review & retro on unsatisfied responses to improve in the future
    • Effectively use technology to solve client requests & meet SLAs. 
  • Develop a strong understanding of credentialing process & our platform & services to be able to support our clients & internal team
  • Automate support tasks through building template responses & tagging solutions with key search terms
  • Make CredSimple better by working cross-functionally to quickly solve trending issues with credentialing operations & product
    • Proactively identify changes we can make to our platform or process to make our customers' journey easier
  • Publish content that helps clients self-service their own needs on a frequent basis
    • Build & maintain a knowledge base of customer-facing training materials
    • Work closely with product to update & support questions for new features at release

ABOUT YOU

Competencies Required

  • Client-centric mindset:
    • Focuses on putting the clients needs first when resolving issues & ensuring their needs are being met
    • Know when to escalate a client inquiry to management
    • Will not stop advocating for the client until a high quality response/resolution is provided
  • Expert communicator:
    • Excellent written & verbal communication skills, combined with the ability to communicate with users at all levels & varying ability, internally & externally.  Connects well with clients & can adjust to the clients needs with ease & flexibility
  • Professionalism:
    • Your confidence & professionalism should come through over email, chat & phone & when working with internal teams & clients
    • Ability to develop trusting relationships with our end users & team through ownership, integrity & consistency
  • Organizational skills: Ability to organize, prioritize, & manage time & tasks effectively
  • Problem Solver:
    • Have an investigative curiosity & root cause analysis skills. Love to problem solve!
    • Demonstrate skills in using technology to perform analysis & identify trends & opportunities.

 Requirements & Qualifications

  • 2+ years background in Healthcare IT, SaaS space where he/she has worked on a support team
  • Located in New York City or able to commute into the city on a daily basis
  • Bachelors Degree or higher
 
 
 
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