Customer Success Specialist

HealthTap - Palo Alto, CA3.8

Full-time
HealthTap is rewiring healthcare. By delivering consumer-friendly access to healthcare, HealthTap improves the experience for both patients and doctors while saving time and reducing costs for all. HealthTap's doctor-trained, augmented intelligence system guides users to the care they need and enables an instant connection to doctors and their knowledge. HealthTap serves its app to employers, insurance companies, health systems, and users around the world. More than 140,000 doctors and hundreds of millions of users in 170 countries trust HealthTap for instant access to healthcare - anytime, anywhere.

HealthTap is well capitalized, having raised over $88 million. We are backed by an esteemed collection of venture capital firms including Mayfield, Mohr Davidow, and Khosla Ventures. Each of these firms is deeply committed to HealthTap and are optimistic about HealthTap's vision for the future of healthcare.
Overview
Reporting to the Customer Success Team Lead, you'll play a critical role supporting partner administrators, doctors and other caregivers, and patients who are using the HealthTap platform. HealthTap Customer Success Specialists use a combination of troubleshooting, documentation and data skills to resolve and prevent user issues.

Responsibilities
Own support tickets submitted by users through chat, web, email and phone
Troubleshoot, reproduce and resolve issues
Establish action plans, troubleshoot, report, and escalate any billing inquiries/claims facts, best practices, protocols, and available resources
Use the product! Help the team test new features, provide feedback as another end user, and get familiarized with the product so that you can better answer our customers
Analyze data and improve processes
Be metrics-oriented in all of your work, developing and executing measurable, results-driven plans
Report on progress against clearly-stated goals and objectives
Participate as a Subject Matter Expert (SME) on special projects and internal process initiatives related to resolutions
Develop and own projects as assigned at the manager's discretion
Lend a hand wherever needed as we scale

Metrics you will own for service delivery
Net Promoter Score and other quantitative feedback from users
Tickets resolved
First response time
Processed billing/inquiries claims
Others to be added according to specific objectives

Required
Relevant or analogous professional experience
A degree from a top university or college
2 years of work experience in a customer facing role
A hands-on approach to problem solving
A desire to work in a fast-paced startup environment with passion for growth
A data-driven mindset
Startup or equivalent experience (preferred) and the drive to live the dream (required)
Dedication to our mission of helping people everywhere live healthier, happier, longer lives