What are the responsibilities and job description for the Customer Support Onboarding Specialist position at Health Gorilla?
Health Gorilla is looking for an amazing Customer Support Onboarding Specialist. You'll be on the frontline interacting directly with customers through email and phone to resolve their issues and ensure they have an amazing experience anytime they interact with us.
You're a seasoned customer service specialist, who can handle everything from troubleshooting complex questions to managing escalations. Do you thrive on supporting new products and helping to develop support processes, then this is for you!
RESPONSIBILITIES AND DUTIES
- Fully owns assigned implementations while working with an assigned Onboarding Specialist, and other teams as necessary, to balance client and project needs.
- Facilitate technical discussions for solution integration, leveraging HL7, API and various client specific file formats
- Reply to inbound support inquiries via email and phone
- Manage escalated support issues through email and phone
- Ensure are receiving timely and accurate replies
- Document pain points to share with other internal stakeholders
KNOWLEDGE AND SKILL REQUIREMENTS
Education: BA or BS degree in a business-related field.
- 5 years in a healthcare support role with experience in email or chat and voice
- Strong knowledge of Healthcare market solutions, healthcare product implementations, integrations (HL7, APIs, Interfaces)
- Incredible verbal and written communication skills
- Strong empathy for users and a passion for providing best-in-class customer experience
- Ability to self-manage and execute with little direction
- Outstanding phone presence and business acumen
- Knowledge of Salesforce and G-suite
- Knowledge in Healthcare Labs is a plus
- Strong organizational and troubleshooting skills with attention to detail
- Strong analytical ability, judgment and problem analysis techniques
- Interpersonal skills with the ability to work effectively in a cross-functional team
- Must be eligible to work in the US without sponsorship.
About Health Gorilla
Founded in 2014, Health Gorilla is a secure interoperability solution that enables the entire health care ecosystem – patients, payers, providers, digital health solutions, and labs – to seamlessly share health data and aggregate each patient's entire clinical history in one place. With enterprise-grade patient identity matching, an unparalleled patient index, and best-in-class security, the Health Gorilla network makes it easy for providers to pull their patient's information from any other clinical records system.
Headquartered in Silicon Valley, Health Gorilla works with health care organizations around the world, helping them gather the clinical data they need to deliver the best and most appropriate care for their patients.
Our Company Values
We build solutions for developers and providers who serve on the front lines of care delivery. In order to serve our customers, we uphold certain values as a team.
Commitment: We commit ourselves fully to our customers and, in many ways, we act as an extension of our customers.
Standards: We hold ourselves to the highest standards of integrity and honesty when it comes to supporting our customers, handling customer data, or building out new partnerships.
Learn More: We must remain bold with our ideas. We must continually explore new frontiers in interoperability and push the boundaries of what is possible, always in service of our customers.
Compensation and Benefits
We offer a variety of benefits that take compensation well beyond a paycheck. This includes traditional benefits and benefits you might not expect or know about, such as:
- We offer employees a competitive salary, bonus program, and stock options, enabling everyone to reap the rewards of their work.
- Health Gorilla offers comprehensive coverage, including health, dental, vision, disability, and life insurance.
- 401(K)
- We have a flexible vacation policy, allowing you to work from home and take as much time off as you need.
- Upbeat, casual and fun office environment and culture.
- Company-sponsored events & happy hours.
Diversity
We believe that diversity creates a healthier atmosphere: Health Gorilla is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.