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 400+ 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.

Why you're important to us:

The Integration Activations team serves as the primary point of contact for enabling an integration between PatientPop and the practice’s EMR/PMS/Scheduling System while the Tech Ops team efficiently responds to and resolves technical cases related to pre & post launch websites within established service level agreements. Both the activations and tech ops teams must understand how to handle new activation requests, can train practices on how to manage their newly integrated workflow, work closely with R&D for in-depth troubleshooting assistance, capture feature requests and feedback for future enhancements, and own customer-facing communication throughout the activation or troubleshooting process. These teams work closely with practices to gain a deep understanding of their workflows and enable the integrated features of our platform by overcoming objections and obstacles without sacrificing customer satisfaction. 

This position helps to ensure that all eligible practices have an integration enabled as quickly and efficiently as possible and that once integrated, we are able to effectively resolve any post-activation requests for our most valuable customers. This role also works closely with Strategy, R&D, Sales, and CS to support internal and external teams through a deep understanding of the integrations logic -- this is necessary to both activate and troubleshoot as well as provide solutions for both the practices and the company.

We are looking for a first-level supervisor or someone who is ready to step into a position with several management responsibilities. This role will assist in overseeing a growing integrations team

How you will contribute:

In this role, you will be responsible for

• Queue management which includes assisting with employee ownership and accountability for assigned cases/assets, ensuring consistent and timely outreach, and time-to-resolve metrics
• Assist with case/call quality assurance
• Check-ins with individual contributors pertaining to metrics, implementing individualized strategies when necessary
• Develop and drive case and asset handling analytics, service level agreements, and CSAT scores
• Handle escalations - works in conjunction with management to serve as the primary or secondary contact for complaints & escalations based on whether it is internal vs. internal escalation
• Develop strong relationships with our Sales Teams, Implementation Team, and Customer Success Managers to better resolve customer issues 
• Manage open cases and tasks with other teams to ensure on-time completion (includes internal as well as external)
• Assist with the coaching and support to enable the team to meet department and individual OKRs
• Ensure team member feedback is heard and communicated up
• Assist in creating and implementing creative solutions to operational challenges
• Approval of Time Cards as needed
• Backup for other team leads as necessary

You will stand out with:

• Experience using Salesforce.com including navigating Accounts, Assets, Service Console, Cases
• Thorough understanding of the principles of Scheduling System/EMR/PMS best practices
• At least 2 years of experience in a customer-facing position
• At least 9 months in your current position, exceeding or strongly exceeding expectations and/or recommendation from current manager
• Thorough understanding of our product, features, and services

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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