Note: The job is a remote job and is open to candidates in USA. Healthie is an AI-Native, ONC Certified EHR for modern outpatient healthcare. The Clinical Operations Specialist will manage customer implementations, onboarding, and ongoing support for clinical technology integrations while troubleshooting technical issues. The role also involves developing documentation, collaborating cross-functionally, and advocating for product and customer experience improvements.
Responsibilities
- You’ll manage the implementation processes, onboarding tasks, and ongoing support for customers who are integrating with our clinical technology partners: from E-Rx, E-labs and ClaimMD enablements, to insurance billing and ordering labs, to troubleshooting errors with prescriptions or lab results, to identity verification and customization options—you’ll know all there is to know about Healthie’s clinical integrations
- You'll serve as first-line technical support for customers using our clinical integrations, responding quickly and accurately throughout the day. Because these integrations directly affect patient care, the work we do requires a true sense of urgency
- Most of the work happens over email in Help Scout, but you’ll also lead calls as needed with customers and/or vendors to identify, escalate, and solve problems. You’ll also hop on Zoom to screen share and help troubleshoot a technical or onboarding problem for providers who are getting ramped-up with E-Rx
- You’ll work closely with our ClinOps Program Manager to write new processes, policies, and documentation to help educate our team and our customers on all things related to clinical integrations
- Our clinical integrations are a mission-critical part of our product. You’ll build strong cross-functional relationships with Product, Engineering, Customer Success, and Marketing to provide valuable product feedback and customer insights. When you notice patterns in customer feedback, you’ll advocate internally to improve our product as well as the customer experience
Skills
- You've done this kind of work before. We're looking for someone who has 5-8 years of hands-on implementation and customer support experience
- It is required that you have worked at a software-as-a-service company
- You'd consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on and 2FA, billing and invoicing, modern browsers and mobile operating systems, help desk portals, email deliverability, reading log files of any kind. Overall, you're more technical than most customer-facing professionals
- You're great at collaborating and communicating with both technical and non-technical teammates, vendors, and customers
- You are detail-oriented, organized, and great at context-switching
- You'd thrive working independently on a small, nimble team that doesn't have a lot of structure
- You must be an excellent writer
- You're someone who can take complex subjects and break them down using clear and simple language
- When you don't know something, you try to figure it out
- You use the resources available to you, ask good questions, and embrace the chance to grow and get better
- You are a great problem-solver with the ability to understand and resolve issues quickly
- You're well-versed in the tools of the trade. We use Help Scout, Stripe, Sendgrid, Slack, Zoom, GSuite, Mixpanel, and Basecamp to help serve our customers
- This is a full-time, remote position and U.S. work authorization is required
- This job is Monday-Friday, 9am-5pm EST
- We're seeking fluent English speakers/writers
- Bonus points if you've worked at a healthcare technology company
Benefits
- Full-time, remote position
- Holiday support hours worked can be taken off another day
Company Overview