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Software Support Specialist- Remote

Company: HealthMark Group
Location: Los Angeles
Posted on: November 23, 2021

Job Description:

COMPANY: HealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. By leveraging technology to reimagine the business of healthcare, HealthMark transforms administrative processes into seamless digital solutions. From patient intake technology supported by OTech, to HealthMark's proprietary MedRelease platform for Release of Information, the company is pioneering an efficient, compliant, and patient-centric approach to support the entire spectrum of the patient information journey. HealthMark Group was founded in 2006 with corporate headquarters in Dallas, TX and has been named to both the Dallas 100 and the Inc. 5000 for multiple years in a row as one of the fastest growing companies in the region and in the country.

LOCATION: Remote

POSITION: SOFTWARE SUPPORT SPECIALIST

Are you an enthusiastic solutions-oriented service professional who puts your clients at the center of all that you do? If so, HealthMark might have the perfect job for you. Reporting to the Director of Implementation and Support, you will be looking after an incredible portfolio of national clients. Your primary role will be to nurture and support our existing client base while ensuring they are getting maximum benefit from their HealthMark solutions. This role is instrumental in ensuring HealthMark client issues are resolved quickly, correctly, and personably.

Success in this position requires strong follow through and communication as well as a desire to dig in and help. It is critical that you are focused on client service and the ability to thrive in a dynamic, team-focused environment, showing fast responsiveness and decisive resolution to client issues. HealthMark is on a mission to reimagine the business of healthcare by leveraging innovative, secure, and compliant technology. Join us!

OBJECTIVES:
Handle inbound queries and issues from clients, focused on maximizing the value they receive from HealthMark solutions to support annual client retention.
Collaborate with internal technical specialists and clients to ensure solutions are optimally configured, meeting their needs, and integrated into their daily workflow.
Track and communicate client status, issues, time frames, and root causes related to tickets submitted by clients.
Partner with internal client account managers, product owners, developers, and configuration specialists as an advocate for client needs.
Quickly triage and escalate critical support issues to the appropriate internal channels.
This role requires access to protected health information; maintaining the security and confidentiality of all protected health information is paramount.
Participate in and encourage a collegial, helpful, results-driven working environment.
Strive for 100% client satisfaction, and 100% client retention.
Categorize and accurately identify complexity of client requests while targeting 75+% of tickets being resolved within 24 hours and 100% resolved or rescoped as development/forms cards within 72 hours.

REQUISITE EXPERIENCE AND QUALIFICATIONS:
Healthcare IT, SaaS, patient intake/engagement and/or Release of Information experience preferred.
ZenDesk or tickets solution experience a plus.
Must be process driven, possess strong communication skills and careful attention to detail, have a remarkable ability to follow through in an organized and effective way.
Ability to manage multiple tasks and comfortable working in a fast-paced high-growth environment.
Associates degree or comparable experience/certifications a must
Bachelor's degree a plus.

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Keywords: HealthMark Group, Los Angeles , Software Support Specialist- Remote, IT / Software / Systems , Los Angeles, California

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