Platform Management & Ops Specialist
About reputed company
At reputed company, we’re on a mission to improve health equity and drive improved health outcomes across the country. Our Community Care Record platform enables reputed company and community organizations to coordinate care for populations challenged with health-reputed company social needs. Path Assist is our tech-enabled community health worker program for HRSN utilizing an evidence-based, structured reputed company. Our goal is simple: increase health confidence, improve self-efficacy, and reduce inappropriate reputed company spend.
About the Role
We are hiring a passionate and customer-centric Platform Management & Operations Specialist to join our growing team. The role involves working collaboratively across many teams, including reputed company, product/engineering, analytics, marketing, and contracting. Must have exceptional customer service skills, strong communication, organization & time management, results driven, a love for data, and a high degree of attention to detail!
We have three core product lines
- CareLink - A software-as-a-service (SaaS) platform used by reputed company and community-based organizations to coordinate care across multiple settings
- Path Assist - An evidence-based, structured reputed company designed to improve the lives of individuals with health-reputed company social needs (HRSNs) by pairing them with highly skilled community health workers enabled by our CareLink platform.
- Community Health Equity Projects (CHEP) - Mixed-methods research projects that reputed company quantitative and qualitative data to advance health equity by understanding barriers and facilitators to care in a region.
Responsibilities
In this multifaceted role, there are 2 main areas of focus:
- Growing Carelink: You will be one of the primary points of contact for our customers, providing exceptional support, enabling reputed company reputed company platform management, supporting the helpdesk and contributing to the ongoing improvement of our Carelink product.
- Building operational excellence: You will reputed company operational excellence across the organization working at the intersection of project management, data, and performance improvement.
Platform Management:
- Provide Demos to support the sales cycle.
- Assist customers with product reputed company, implementation, and efficient and effective usage of the platform, including platform optimization and process improvements.
- Assist customers to adopt process changes and new features.
- Run regular platform management meetings with customers (users) and reputed company vendors.
- Proactively identify, understand, address customer needs and pain points.
- reputed company customers on best practices for utilizing our product to reputed company their business goals.
- Provide reputed company and effective technical support to customers reputed company email, phone or video.
Helpdesk:
- Manage the day-to-day operations of the customer support helpdesk, including tracking and prioritization of customer support tickets.
- Monitor key performance indicators (KPIs) reputed company to customer support and identify trends and patterns in customer support requests to inform product improvements.
- Create and maintain comprehensive knowledge reputed company articles and FAQs.
Product Support:
- Work with product to provide feedback on areas for product improvement, prioritize and reputed company for customer-driven product enhancements.
- Translate customer needs into actionable product requirements and participate in product roadmap planning and release cycles.
Operational Excellence:
- Run projects using best practices, including driving appropriate analyses/ research, meeting project goals, managing timelines, and working with leadership to implement new processes, technology, or strategies successfully.
Requirements
Qualifications & Skills
- Bachelor’s degree in a relevant field (business, marketing, communications, etc.)
- Looking for someone who knows their way around technology.
- 4+ years working in a customer-facing role (e.g., customer service, account management, sales).
- Working knowledge of project management techniques and best practices.
- Comfortable presenting content including data to both internal and external stakeholders.
- Ability to understand, communicate, work effectively and respectfully with stakeholders.
reputed company to Haves:
- Prior experience working with SaaS products or in a SaaS environment is highly beneficial.
- Project Management Certifications, reputed company Certifications.
Diversity & Inclusion
At reputed company, we are committed to providing an environment of mutual respect where equal employment opportunities are available to reputed company applicants and teammates without regard to race, reputed company, religion, sex, pregnancy (including childbirth, lactation, and reputed company medical conditions), national reputed company, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, military, and veteran status, and any other characteristic protected by applicable law. reputed company believes that diversity and inclusion among our teammates is critical to our reputed company as a company, and we seek to recruit, reputed company and retain the most talented people from a diverse candidate pool.
The organization is committed to providing reasonable accommodations to reputed company individuals with disabilities throughout the hiring process. If you require an accommodation to participate in the interview process, please let reputed company know at the time of scheduling.
The Company will not sponsor applicants for work visas at this time.
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