Customer Support Analyst

Healthx, Inc. - Indianapolis, IN (30+ days ago)


About Us:
At Healthx, we empower the healthcare experience, helping people live longer, healthier lives while lowering healthcare costs by keeping health plans, members, and providers connected. Our platform orchestrates the complex healthcare journey by delivering personalized experiences that drive cost savings and improve quality of care. With Healthx, engaged members are healthier members, and healthier members significantly reduce healthcare costs.

We are on a mission for good health, to revolutionize healthcare, and take the guesswork out of people proactively managing their own health. We are building some of the most innovative tech in the industry and are poised for significant growth. We are looking for innovative people with the passion and energy to join the cause.

Mission:
Serve as a reliable, credible resource and be able to develop long-term relationships with clients. Become the trusted advisor for production clients at Healthx. Need to have the ability to understand how our clients use Healthx systems, making sure their daily needs are addressed, and following up with the customer on solutions in a timely fashion. To succeed in this role, an in-depth understanding of the products, features and functionality of Healthx applications will need to be developed. The result will be satisfied customers who are eager to provide an overwhelmingly positive reference.

Outcomes:
  • Positive customer net promoter scores for assigned customers, consistent with overall company and/or department customer satisfaction improvement goals
  • Develop an understanding of the healthcare industry as it pertains to assigned customers business objectives
  • Achieve a thorough understanding of the Healthx technology to provide effective customer support and resolution of customer needs
  • Respond to customer requests within a timely manner and/or the timeframes outlined by our service level agreements (SLAs)
  • Serve as the primary operational contact for customers, as well as a liaison between the customer and Healthx, to effectively communicate customer needs across all departments
  • Successfully triage, escalate and provide resolution of customer needs
  • Partner with the account management team to identify opportunities for billable work
  • Manage small projects through clear communication with the customer and internal Healthx resources to ensure the project is completed to the customer’s satisfaction
  • Contribute to the internal and external knowledge base by creating and publishing articles on a regular basis
  • Serve as a trusted partner to customers through timely resolution of needs, effective communication, and knowledge sharing surrounding best practices
Requirements:
  • Strong sense of urgency
  • Detail-oriented
  • Follow-through on commitments
  • Unstoppable advocate for clients, internally to Hx
  • Willingness to escalate and drive resolutions for clients
  • Exceptional written and verbal communication skills
  • Technology savvy with the ability to learn complex new software
  • Time management
  • Calm under pressure
  • Ability to diffuse difficult situations in a professional manner
  • Strong problem-solving skills
  • Willingness to learn new things and show the drive to tackle them
  • Proactive approach to customer management
  • Ability to build strong, trusting customer relationships
Perks:
  • Excellent benefit package that includes medical, dental, vision, life, disability, and 401k benefits as well as paid time off
  • Opportunity to work with an excellent technology team
  • Employee Bonus Program