Customer Success Specialist

GENERAL STATEMENT OF DUTIES

HOPCo is the national leader in providing integrated value-based health outcomes for musculoskeletal (MSK) conditions. Using our market-leading technology, patients can receive services and support via Remote Therapeutic Monitoring (RTM)

The Customer Success Specialist is responsible for supporting and providing solutions for patients in the RTM program. This includes assisting patients with mobile applications, troubleshooting technical issues, and communication with patients via email and phone support.

Essential Functions

• Responsible for responding to all customer requests via email or phone in a timely manner.
• Assist patients with clinical program enrollment and registration.
• Respond to patient questions and complaints as required, resolving problems, and maintaining high patient satisfaction levels.
• Communicate with patients in a kind, patient, and empathetic manner.
• Create and promote a positive patient experience.
• Provide basic support to patients for smartphone application installation and activation.
• Assist patients with basic troubleshooting.
• Escalate product issues to appropriate team members.
• Fully investigates product issues to assist technical team in troubleshooting.
• Utilize proper software and tools to maintain records and access technical information.
• Accountable for all required record-keeping.
• Collect, analyze, and report on support metrics.
• Participate in the creation and continuous improvement of documentation and processes.
• Build relationships and foster teamwork with team members, leadership, and other departments.
• Maintain a HIPAA compliant environment.
• Perform additional duties as assigned
  
  
  

EDUCATION

• High school diploma/GED.
  
  
  

Experience

• Prior experience in health care is preferred.
• Prior app support experience is preferred.
  
  
  

Requirements

• Experience with and knowledge of smart phones and computer technology.
• Computer skills necessary to function in web-applications and support software.
• Excellent communication and customer service skills.
  
  
  

KNOWLEDGE

• Knowledge of the health care field.
• Knowledge of computer and smart phone applications and support.
• Knowledge of customer service principles and standards.
• Knowledge of patient confidentiality, state laws, HIPAA regulations, and medical records procedures.
  
  
  

Skills

• Requires strong computer skills, including the ability to work with medical software.
• Requires exceptional interpersonal and communication skills.
• Professionalism when interacting with providers, co-workers, patients, family members, and the public.
• Ability to problem-solve.
• Time management skills.
• Ability to adapt to change.
  
  
  

Abilities

• Requires the ability to manage multiple changing priorities in an effective and organized fashion.
• Ability to project a pleasant and professional image as a HOPCO employee both at work and on Social Media.
• Ability to plan, prioritize and complete delegated work assignments.
• Ability to demonstrate compassion when dealing with patients and family members.
  
  
  

ENVIRONMENTAL WORKING CONDITIONS

• Normal office environment.
• No Travel required.
  
  
  

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity using a calculator and computer keyboard.
  
  
  

Organizational Requirements

• HOPCo Mission, Vision and Values must be read and signed.
  
  
  

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.