The Client Success Support Specialist provides essential support to the Client Success team by answering incoming phone calls, triaging provider and patient inquiries, managing support tickets, and assisting with routine administrative tasks. This role plays a key part in ensuring timely, professional communication and operational support for both internal teams and external clients.
Client & Inquiry Support
-
Respond promptly and professionally to incoming calls, emails, and portal inquiries per Standard Operating Procedures.
-
Triage and route provider and patient questions to the appropriate team
-
Escalate urgent or complex issues following established protocols
-
Deliver consistent, solution-focused service to clients and patients maintaining client satisfaction of 90% or higher in post interaction surveys
Ticket & Communication Management
-
Create, assign, and manage support tickets in Zendesk (or similar systems) per Standard Operating Procedures
-
Monitor ticket queues and ensure timely follow-up and resolution
-
Accurately document interactions and outcomes for tracking and reporting
-
Assist in organizing and distributing client communications and updates
Onboarding & Documentation
-
Support new client onboarding, including scheduling and progress tracking per Standard Operating Procedures.
-
Update client information and service tracking tools
Administrative & Operational Support
-
Monitor shared inboxes and respond using the approved workflows per Standard Operating Procedures
-
Compile data for client surveys, reports, and performance dashboards
-
Collaborate with internal teams to ensure smooth operations
-
Perform additional duties as assigned by the Director of Client Success
Qualifications
-
High school diploma or equivalent required; associate or bachelor’s degree preferred
-
1+ years of experience in customer service or administrative support in a healthcare environment
-
Experience with support ticketing platforms required; Zendesk experience preferred
-
Experience with document and reporting software such as Adobe Creative Cloud, Microsoft Office Suite, or similar
-
Healthcare experience required, laboratory experience preferred
-
Strong written and verbal communication skills
-
Ability to handle multiple tasks while maintaining attention to detail
Key Attributes
-
Professional and courteous phone manner
-
Highly organized with strong time-management skills
-
Dependable, team-oriented, and adaptable to changing priorities
-
Customer-first attitude with a willingness to learn and grow
