[Hiring] Clinical Operations Specialist @Healthie

Role Description

We’re hiring a Clinical Operations Specialist to help us deliver a best-in-class product for innovative healthcare delivery. This is a critical role in serving customers who use our most important clinical solutions. The right person for the job excels at a wide range of operational functions—like a swiss army knife that can answer customer questions, troubleshoot complex issues, or write process documentation.

We won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked.

Our ideal hire is motivated by healthcare technology and what we’re doing as a company, believes in the value of great customer experience, and is eager to contribute to the everyday success of our customers as they deliver care to millions of patients around the country.

About the work

• You’ll manage the implementation processes, onboarding tasks, and ongoing support for customers who are integrating with our clinical technology partners.
• You'll serve as first-line technical support for customers using our clinical integrations, responding quickly and accurately throughout the day.
• Most of the work happens over email in Help Scout, but you’ll also lead calls as needed with customers and/or vendors to identify, escalate, and solve problems.
• You’ll work closely with our ClinOps Program Manager to write new processes, policies, and documentation to help educate our team and our customers on all things related to clinical integrations.
• You’ll build strong cross-functional relationships with Product, Engineering, Customer Success, and Marketing to provide valuable product feedback and customer insights.

Details, details

• This is a full-time, remote position and U.S. work authorization is required.
• This job is Monday-Friday, 9am-5pm EST.
• We’re seeking fluent English speakers/writers.
• The salary range is $93,000 - $102,500.
• We provide support coverage on all holidays, and you'll be required to work a few shifts throughout the year.

About you

• You’ve done this kind of work before with 5-8 years of hands-on implementation and customer support experience.
• It is required that you have worked at a software-as-a-service company; bonus points if you’ve worked at a healthcare technology company.
• You’d consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on and 2FA, billing and invoicing, modern browsers and mobile operating systems, help desk portals, email deliverability, reading log files of any kind.
• You’re great at collaborating and communicating with both technical and non-technical teammates, vendors, and customers.
• You are detail-oriented, organized, and great at context-switching.
• You aren’t afraid to take action and make changes.
• You must be an excellent writer, able to take complex subjects and break them down using clear and simple language.
• When you don’t know something, you try to figure it out.
• You’re well-versed in the tools of the trade: Help Scout, Stripe, Sendgrid, Slack, Zoom, GSuite, Mixpanel, and Basecamp.
• This isn’t a stepping stone to another team at Healthie; you want to be part of our clinical support team for a while.

How to apply

Please submit a PDF cover letter and introduce yourself. Include:

• Tell us who you are and why you want this job at Healthie?
• Where are you based and what time zone are you in?
• In your cover letter, answer these real-world support scenarios:
• An existing E-Rx integration customer is requesting that we add a new prescriber to their account.
• A large enterprise customer has sent over a list of clinic favorites they want added to their E-Rx account and is insisting they be added immediately.
• An enterprise customer who wants to enroll in e-labs has signed a EULA for E-labs Direct but has questions about what to do next.

Interview process

• Quick chat with Katie, VP of Talent Operations (15 minutes)
• Chat with Bailey, ClinOps Team Lead and hiring manager (30 minutes)
• Interview with Kelli, ClinOps Program Manager (30 minutes)
• Talk with Justin, VP of Customer Support (30 minutes)
• Meet your teammates Nick and Sarah, ClinOps Specialists (30 minutes)
• Final session with Bailey and Justin (30 minutes)
• Reference checks