[Hiring] Support Operations Specialist @Amwell

Role Description

Amwell is seeking a motivated and enthusiastic Support Operations Specialist to join the Customer Support & Operations team at Amwell. The role is cross-functional, driving centralization and standardization of support operational functions across the teams who support our customers and providers.

The Support Operations Specialist requires a working understanding of key business initiatives, project planning skills, technical curiosity, and experience executing and coordinating support and system updates. Working closely with our Elevance Healthy Impact team and Level 1 Support vendor, the Support Operations Specialist functions as a true partner by developing a working knowledge of client account activities specific to ongoing maintenance and support.

Core Responsibilities

• Provide ongoing support for live client systems and applications to promote a stable telehealth service, focusing on Elevance’s Healthy Impact services.
• Centrally own operational management, coordination, and communications of post go-live ongoing customer support tasks, including but not limited to managing the Healthy Impact support queue, assisting members with account, device and program issues, and reporting requests.
• Conduct ongoing Level 1 operational support, working with L1 vendor Conduent on tasks including but not limited to tooling access requests, case follow-up requests, and training/knowledge updates.
• Establish sustainable relationships with internal and external stakeholders by having a deep understanding of key business initiatives and delivering results.
• Review ongoing support activities and work with operations and support managers to ensure goals are met with quality.
• Execute on, manage, and continuously enhance operational support processes and tools, working to improve tools and processes that enable the team to deliver quality results at scale.
• Shadow internal teams to gain working knowledge of client system and application configurations and program objectives.
• Add a personal touch to the support engagement making the customer feel known and understood by reviewing work history to assure familiarity with the system environment.

Qualifications

• BA or BS Degree preferred, or equivalent of 2 or more years of Customer Support, Project Management, Consulting experience.
• Accountable, critical thinker that is both detail and action oriented, nimble learner.
• Ability to manage time, meet aggressive deadlines, utilize sound project management methodologies (processes, best practices, tools, and templates).
• Capable of managing and executing on multiple initiatives simultaneously and achieve goals with evolving scope.
• Effective communicator with the ability to assess risks and blockers early, as well as the comfort level to raise with leadership to minimize inefficiencies and provide a delightful client experience.
• Working experience with Microsoft Office products (e.g., Word, Excel, PowerPoint), Atlassian products (e.g., Confluence, JIRA), and Salesforce products.

Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance