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Greenway Health · 19 hours ago

Client Care Advisor L1

United States

Full-time

Remote

New Grad, Entry Level

0+ years exp

Greenway Health is a company focused on enhancing healthcare through technology, and they are seeking a Client Care Advisor L1 to provide technical support for application software. The role involves interacting with customers to solve complex issues and documenting customer communication throughout the lifecycle of reported issues.

Health CareInformation TechnologyMedicalSoftware

Responsibilities

Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner

Documents call activity and documents results promptly

Develops interpersonal service skills and drives efficiency and results to achieve high customer satisfaction

Attends training classes, initiates self-training, participates in CBT (Computer Base Training) and demonstrates application of knowledge and skills gained

Demonstrates thorough understanding of our systems, clinical and imaging products, and their interaction with operating systems and environments

Proactively pursues projects within the Support team to enhance our business and customer service levels

Participates in Teams Chat room based on assigned subject groupings

Demonstrates initiative to constantly increase knowledge and skills in products they are assigned

Constantly and proactively improves customer service skills

Demonstrates understanding of internal systems and meets baseline skills for their use

Demonstrates a basic understanding of operations metrics and purpose

Demonstrates a basic understanding of the company mission and Greenway Health products

Escalates unresolved customer cases as needed L1 Subject Matter Expert (SME)

Utilizes Knowledge Base in researching issues

Contributes to our knowledge base article database for assigned products

Assists in training co-workers and acts as a mentor to Associate Customer Support Technicians as directed

Participates in Team Chat room based on assigned subject groupings Participates in EAP (Early Adopter Program) as directed

Qualification

Technical supportCustomer serviceProblem solvingKnowledge Base utilizationClinical knowledgePractice managementCommunication skillsOrganizational skills

Required

High School Diploma/GED

Bachelor's degree or equivalent relevant work experience 6 months in a Greenway Support role preferred

Must be able to work with minimal supervision, following established procedures on routine work, requires instructions only on new assignments

Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision

Ability to demonstrate detailed knowledge of specific products or O/S skills

Thorough understanding of clinical and practice management and a basic understanding of imaging and/or peripheral systems

Strong verbal and written communication skills, problem solving/analytical and trouble-shooting skills

Excellent customer service skills

Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision. Must be able to work with minimal supervision to perform work that is varied and may be somewhat difficult in character

While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday

This role requires that one can sit and regularly type on a keyboard the majority of the workday

This position requires the ability to observe a computer screen for long periods of time to observe their own and others' work, as well as in-coming and out-going communications via the computer and/or mobile devices

Must be able to work remotely and manage workload efficiently and prioritize projects with minimal supervision and maintain a quite setting while working with customers

The role necessitates the ability to listen and speak clearly to customers and other associates