Care Operations Support Specialist

HealthTap is a virtual healthcare provider that helps people through one of life’s most inconvenient experiences: getting sick. HealthTap offers 24/7 access to information and board-certified doctors from any device by text or video, with an average wait time of less than 1 minute. Doctors can order prescriptions and lab tests, all from the HealthTap platform. HealthTap also provides several ways to get personalized information and answers to health questions without seeing a doctor at all.

What we expect of you:

At HealthTap, our goal is to provide 24/7, high quality, affordable healthcare to all. As part of the Support team, you will be a crucial component of this mission, by helping our large user base have the best experience possible. As a Care Operations Support Specialist, you will provide exceptional support to patients, clients, and potential customers, as well as assist in managing our Tier 1 Support team.

For this specific role, we are seeking someone who can specialize in the doctor side of our work. You will work closely with the Medical Operations team to ensure that our large network of doctors have the support they need to administer the best medical services possible.

Duties:   

• Serve as an escalation point for support queries through our Tier 1 Support team
• Work closely with the Medical Operations team, with a focus of providing Support to our large network of doctors
• Facilitate virtual visits by working with pharmacies, labs, doctors, and patients
• Own support tickets submitted by users through email and phone
• Troubleshoot, reproduce, report, and resolve reported issues
• Investigate and manage billing inquiries and claims
• Become an expert in our software product and stay up to date with the rapidly evolving platform
• Grow and maintain our self-serve library of Support materials for doctors
• Analyze Support data and use it to improve processes
• Be metrics-oriented in all your work, developing and executing measurable, results-driven plans
• Quickly identify policy, process, training, and tool gaps - and then develop solutions for them
• Interface with Product, Engineering, Medical Operations, and Support teams as needed to ensure that customer requests are serviced in a timely fashion
• Lend a hand wherever needed as we scale

Requirements:

• Bachelor’s degree 
• Minimum 1 – 3 years professional work experience in the technology, healthcare, or customer support fields
• Proficiency in Google Suite (including Documents, Sheets, etc.)
• Exceptional written and verbal communication
• Experience in conducting data analysis to measure performance and identify opportunities for improvement
• The ability to work weekends, in exchange for 2 weekdays off 

Preferred Qualifications:

• Experience with CRM software, Zendesk preferred
• Experience mentoring, coaching, or managing staff
• Prior support desk or healthcare operations/administration experience
• Minimum 1 year of experience as a Patient Service Representative or a Medical Assistant in the front office of a Primary Care medical clinic

Attributes: 

You…

• Are passionate about the HealthTap mission!
• Are deeply empathetic and have a passion for helping others while “holding the line” when necessary
• Maintain a positive, level-headed attitude, even when faced with challenging situations
• Enjoy operating independently and with an extreme ownership over what you do
• Are detail oriented
• Value fairness and efficiency
• Enjoy coaching and mentoring other staff
• Are skilled at working with many different teams and clearly communicating ideas from one to another

Benefits:

• Medical, dental, and vision insurance
• Competitive compensation and equity
• Diverse work culture (visa sponsorship available)