PatientPop is the leader in practice growth with the only all-in-one solution that empowers healthcare providers to improve every digital touchpoint of the patient journey. As experts in the healthcare technology space, PatientPop makes it easy for providers to promote their practices online, attract patients, and retain them for life.

We've grown from a small, scrappy team to a workforce of 500+ driven individuals who are committed to scaling smarter. As we move into our next phase of growth, we're looking for passionate and dedicated people to focus on innovative solutions while ensuring that we maintain a superb customer experience. That, in part, means finding highly qualified candidates who want to invest their energy to align with our company's long-term goals.

Are you ready to really dig into a new role? We're looking for you.

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:

• BA/BS Degree from accredited university
• At least 1 year of experience in a customer facing position, in a technical support environment (preferably SaaS)
• 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 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: help healthcare practices thrive. Our solution is the leading all-in-one practice growth platform that's HIPAA-compliant and helps providers promote their practice online, attract patients, and retain them for life. 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.

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