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Healthie · 1 day ago

Clinical Operations Associate (EST)

United States

Full-time

Remote

Mid, Senior Level

$85K/yr - $93K/yr

5+ years exp

Healthie is a company focused on innovative healthcare delivery, and they are seeking a Clinical Operations Associate to support customers using their clinical solutions. The role involves managing implementation processes, providing technical support, and collaborating with various teams to improve customer experience and product feedback.

Electronic Health Record (EHR)Enterprise SoftwareHealth CareNutritionSoftwareWellness

Diversity & Inclusion

No H1B

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’re first-line technical support for customers who are using our clinical integrations. There’s a real sense of urgency tied due to the nature of the work, so you’ll need to respond to customers with speed and accuracy throughout the day

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

Qualification

Customer supportImplementation experienceHealthcare technologyTechnical troubleshootingDocumentation writingHelp ScoutStripeSendgridSlackZoomGSuiteMixpanelBasecampDetail-orientedProblem-solvingCollaborationCommunication

Required

5-8 years of hands-on implementation and customer support experience

Experience working at a software-as-a-service company

Fluent English speaker/writer

Strong foundational understanding of single sign-on and 2FA, billing and invoicing, modern browsers and mobile operating systems, help desk portals, email deliverability, reading log files

Ability to collaborate and communicate with both technical and non-technical teammates, vendors, and customers

Detail-oriented and organized

Ability to track product updates, follow up on outstanding items, and proactively communicate status changes to customers

Excellent writing skills to break down complex subjects using clear and simple language

Ability to problem-solve and resolve issues quickly

Familiarity with tools such as Help Scout, Stripe, Sendgrid, Slack, Zoom, GSuite, Mixpanel, and Basecamp

Desire to be part of the clinical support team for a while and continue to sharpen skills in a customer-facing position