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JOB DETAILS
 

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 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 telehealth startups to 100-year-old, Fortune 500 health insurance companies. Were solving very real & challenging problems in the healthcare industry

Were committed to hiring & retaining top talent & support our people in both personal & professional growth goals. We aim to pay attention to goals, celebrate milestones, & encourage you to learn continuously. We love working with self-starters, doers, collaborators & the insanely motivated.

ABOUT THE JOB

The Role

The job of our Client Success & Support team is to proactively create an environment where our clients & partners achieve success. Specifically your mission 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

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

ABOUT YOU

Competencies Required

  1. Client-centric mindset:
    1. Focuses on putting the clients needs first when resolving issues & ensuring their needs are being met
    2. Know when to escalate a client inquiry to management
  2. Expert communicator:
    1. 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
  3. Professionalism:
    1. Your confidence & professionalism should come through over email, chat & phone & when working with internal teams & clients
    2. Ability to develop trusting relationships with our end users & team through ownership, integrity & consistency
  4. Organizational skills:
    1. Ability to organize, prioritize, & manage time & tasks effectively
  5. Detail oriented:
    1. Have an investigative curiosity & root cause analysis skills
    2. Will not stop advocating for the client until a high quality response/resolution is provided

Requirements & Qualifications

  1. The ideal candidate will have a 5+ years background in Healthcare IT, SaaS space where he/she has worked on a support team
  2. Located in New York City or able to commute into the city on a daily basis
  3. Bachelors Degree or higher

Please apply directly via our website https://www.credsimple.com/careers/

 
 
 
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