Customer Support Specialist

CQuence Health Group

Customer Support Specialist


At Ensocare, a CQuence Health Group partner company, you can make a significant contribution to our business and have a direct and positive impact on healthcare. The Customer Support Specialist ensures the accurate and timely resolution of service requests that come into our client support center. This position has a direct impact on our delivery of world-class customer service and on our ability to successfully implement software inside client/provider organizations. This role has a direct impact on our Key Results of Growth, Profit, Customer Service, Accountability and Employee Development. The Customer Support Specialist position is an entry-level role intended to enable learning, striving and thriving to achieve long-term career growth.

Ensocare, a CQuence Health Group Company

Voted best place to work in Modern Healthcare for six consecutive years, we understand that true success comes from combining an astute business strategy with a culture of quality, trust and respect. Our work environment is casual and flexible, but we’re serious about valuing open feedback and recognizing individuals and teams for a job well done. Employees thrive thanks to a robust wellness program, with an on-site gym and fitness classes, plus frequent learning and development sessions. We partner closely with our clients and our communities, and together we’re building an award-winning company where great things happen every day!

Primary Duties and Responsibilities

Serve as liaison between customers, management and/or development personnel for escalations and troubleshooting.

Listen and interpret customer needs to ensure an understanding to effectively resolve issues.

Troubleshoot and investigate issues, including re-creation of issues, as well as providing details and examples to development for further investigation when necessary.

Including at times, new product testing, in parallel with the Product Development team

Participate in defining effectiveness of processes through proactive identified opportunities for improvement.

Establish communication with post-acute providers in an effort to:

Encourage participation in the Ensocare network by explaining the benefits of program participation; for both new and existing providers

Encourage customers to utilize Ensocare’s Online solution through explanation of the benefits of electronic participation as well as demonstrating ease of use;

Uphold Database integrity through validation/verification exercises.

Use upsell techniques to educate providers on the features and benefits of an enhanced online profile. 

Provide system training for both providers and hospital users.

Keep accurate documentation of progress on assigned projects and on identified issues with software, customers and providers.

Interact professionally with customers and colleagues, via phone, email, or in person.

Successfully engage in multiple initiatives simultaneously.

Monitor system software processes and provide necessary intervention in a timely manner.

Must be able to work closing shift.  (10:30 – 7 Mon through Thur; 9:30-6pm on Friday). 

All employees must remain drug free, abide by the Drug Free Workplace Policy, and are required to adhere to hospital credentialing requirements.  This includes, but is not limited to annual immunizations, drug screening, background checks, etc. as dictated by sited JCAHO policy.

Knowledge, Skills and Attributes

Excellent computer and technical skills (Excel, Word, Outlook) with the ability to learn new software quickly.

Excellent written and verbal interpersonal communication skills.

Motivated self-starter with ability to work independently.

Ability to problem solve, prioritize and multi-task.

Ability to interact comfortably and competently over the telephone.

Ability to listen attentively and be patient with difficult calls.

A proactive team player who is cooperative, professional, and dependable.

Ability to adhere to deadlines and remain productive in a high volume environment.

Willingness to work evenings and weekends and some holidays (on-call).

Education and Experience

1 to 3 years customer service experience in an office environment.

Healthcare industry experience preferred.

Some college preferred.

EEO employer – Minority/Female/Veteran/Disability

Job ID: 5805

Posted 23 days ago

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