Job description
Job Description
The Customer Solutions Specialist will play a key role in supporting daily needs of current clients of Envera Health. The Specialist will support assigned client partners and work along the side of the Customer Solutions Managers and the Operations team to guarantee routine and emergent client needs are met in a quick and efficient manner. As a member of the Operations Team, you will help foster a world-class customer service environment and organizational focus encouraging collaboration within and among Envera departments.
Key Responsibilities
- Be a brand ambassador representing Envera’s values with all internal and external stakeholders
- Work directly with assigned clients to facilitate receiving, tracking, and working with operations and others to ensure client needs are met in a timely and efficient manner
- Evaluate and advance ways to proactively maximize the value client partners are receiving from Envera’s service
- Develop and maintain a routine meeting cadence with all assigned clients and key operations leadership facilitating performance updates
- Ensure timely resolution of issues raised meeting department standards and required follow-up needed to bring issues to closure
- Work with Operations and Customer Solutions Leadership to develop and revise processes and guidelines to ensure streamlined workflows that meet or exceed outlined expectations; document all work and revisions using Visio, PowerPoint, salesforce, and other project management tools to be successful
- Ensure operations and client management teams participate in efforts and approve workflow changes
- Utilize HubSpot and other communication tools to document, report, and escalate all client opportunities
- Participate in the development of client dashboards and client reports, identifying trends and information to improve the value provided to client partners
- Provide feedback and information to operations and Customer Solutions teammates when a client is not satisfied with service
- Partner with the Implementation team to transition newly onboarded clients into a routine management cadence.
Required Qualifications:
- Bachelor’s degree with 2-3 years of relevant healthcare work experience
- Comfortable interacting with all levels of internal staff and management, as well as client partners
- Ability to thrive in a fast-paced environment, managing and prioritizing multiple tasks simultaneously
- Team-oriented, results-driven, proactive, and capable of working independently
- Adaptable to changes in a dynamic work and market environment
- Strong communication and interpersonal skills
- Able to meet deadlines and communicate progress; be flexible to adapt if plans change
- Transparent and honest communication in a professional and courteous manner
- Empathetic communicator with a consultative approach, able to understand and consider other perspectives
- Strong conflict resolution skills
- Capable of working both independently and as part of an extended, cross-functional team
- Proactive in solving problems and managing issues, as needed
Preferred Qualifications:
- Experience working in a healthcare call center
About Us:
Envera Health is an engagement services partner committed to making healthcare better. Through our people, managed services, data and technology, Envera delivers an ecosystem of connectivity to strengthen health systems, drive growth, and deliver better, more connected and coordinated care. Our complete continuum of customized solutions support today’s consumer demands by engaging and retaining patients to build relationships that last. Our people are authentic, courageous, innovative, principled, empathetic and entrepreneurial.
Our Values:
Truth, Collaboration, Joy, Humanity, Performance, Accountability
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following physical demands are representative of those that must be met by an associate to successfully perform the essential functions of this job:
- Ability to sit, use hands and fingers, reach with hands and arms, and talk or hear
- Close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
- Ability to stand, walk, climb or balance; stoop, kneel, crouch, or crawl; and lift up to 10 pounds (occasionally)
