Customer Support Representative
At PatientPop, we believe healthcare providers should focus their attention on delivering quality care to patients. That's why we devised a solution that allows providers to build a thriving practice, without being tied down by the burdens of business growth.
We've helped thousands of providers since our founding in 2014. Along the way, we cultivated an incredible work environment — one of the best, according to Great Place to Work.
Our dedicated team brings a blend of experiences that drives innovation and customer success. Our development-focused culture allows employees to thrive personally and professionally. And our bustling (dog-friendly!) offices are in an enviable location: just two blocks from the beach and around the corner from 3rd Street Promenade.
Now, we want you to be a part of it all.
How you will contribute:
The Customer Support team serves as the initial point of contact for post-website launch requests. The support team handles requests, complaints and feedback via phone and email through Salesforce. As a CSR, you will handle incoming customer case and phone requests in compliance with the team’s Time-to-Respond and Time-to-Resolve Service Level Agreements (SLA’s) without sacrificing customer satisfaction. You will make changes to web design and/or content on customer websites, assist with online scheduling and practice portal issues, edit web profiles, manage billing questions, and answer general product questions.
Skills you’ll bring:
- College Degree
- At least 1 year of experience in a customer facing position, preferably in a technical support position
- Ability to effectively communicate both written and verbally
- Ability to manage multiple projects simultaneously while maintaining strict attention to detail
- Ability to flourish in a high growth tech environment where change is constant
- High degree of technical aptitude
- Experience using Salesforce.com Accounts, Contacts, Service Console, Cases, Knowledge Articles, Live Agent chat
Why you're important to us:
As a Customer Support Representative, you serve as the first line of defense to the company. You’re the company encyclopedia in the sense that you’re able to provide answers about product knowledge, process requests, and provide fantastic customer service to all clients reaching out to us. You’ll also serve as a liaison and communicate daily with other teams to ensure requests are being processed efficiently. You make sure the PatientPop reputation is upheld and that we provide world class service to our customers.
In your first 90 days you will:
You will achieve a workflow that includes close communication with customers and other internal departments in order to achieve set key metrics that help guarantee customer satisfaction. Within this role, you will master case resolution, customer concerns, and utilization of feedback. You will become accountable for daily, weekly, and quarterly goals that ensure customer satisfaction and compliance for your team.
PatientPop has one simple mission: to help healthcare practices thrive. We do this by giving providers everything they need attract and recall patients to continuously grow their practices.
Our solution is the first complete cloud-based platform that's HIPAA-compliant and proven to accelerate new patient acquisition, while also eliminating the need for dedicated marketing resources. With PatientPop, providers can attract more patients, manage online reputation, modernize the patient experience, and automate the front office — all without sacrificing quality patient care. Learn more at patientpop.com
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.