Sr. Specialist, Customer Care

Job Description

This is a remote position.

The Sr. Specialist, Customer Care is responsible for delivering outstanding customer service to health plans and other organizations who use our client solutions. The position serves 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.

This role is a full-time, exempt, remote position and reports to the Sr. Manager, Operations & Customer Care.

Base Salary Range: $65,000 - $75,000.

Specific Responsibilities:

· Serve as the primary point of contact for clients, providing responsive and personalized support.

· 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 Jira system with accuracy and attention to detail.

· Collaborate with cross-functional teams, including technology, product management, and Growth, 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.

· Assist the Finance Team with collections activities as needed.

· Proactively identify opportunities to improve client satisfaction and streamline support processes and implement solutions to enhance the overall customer experience.

· 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

· Serve as backup for Sr. Specialist, Operations.

o Duties may include but are not limited to:

§ Monitoring corporate email boxes for issue triage and resolution.

§ Respond to escalated issues from providers and other non-paying customers.

§ Assist with Product audits and Domain Table updates.

Supervisory Responsibilities:

None.

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 customer service or technical support required.

· Experience in healthcare industry preferred.

Education:

· Bachelor's degree required (business, healthcare administration, or technology preferred) or appropriate combination of education and relevant experience.

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.

Full-time

Fully remote