Job Details
Qualifications
- Bachelor's degree
- Communication skills
- Customer support
- Leadership
- Product development
- Software troubleshooting
Job Description
About IMPaCT Care
Health organizations face crippling clinical workforce shortages, ongoing concerns about health equity, and the need to deliver on value-based payment models. IMPaCT Care helps organizations address these challenges by building community health worker (CHW) programs. We take care of the critical "back-office" functions – providing software, a turnkey workforce, evidence-based workflows, program analytics, and performance support, that enable programs and their CHWs to focus on serving their communities. We've achieved outcomes frequently believed to be out of reach: demonstrated dramatic improvements in cost, health and patient satisfaction – $2,500 saved per patient in year 1, improved mental health, 66% of hospital days compared with matched controls and a 94% net promoter score.
We are a completely remote company, backed by leading healthcare investors, and advised by senior leaders from Amazon, Kaiser Permanente, and the University of Pennsylvania. You can read more about us here (https://chw.upenn.edu/about/) and here (https://thephiladelphiacitizen.org/generation-change-philly-healthcare-revolutionary/)!
The Role
We are seeking a highly-motivated, kind, and technology-savvy Customer Support Manager to be the inaugural member of our customer support team. The users of our product are staff members of CHW programs – they are altruistic people committed to helping members of their community (their clients) improve their lives and their health. As a Customer Support Manager, you will play a critical role in delivering a service experience that shows the same kind of care to our users as they show to their clients. And, as the first dedicated member of our team, you will have the opportunity to significantly shape how our customer support function grows and matures over time.
You would be ideal for this role if you thrive off helping others, have excellent communication and organization skills, have a strong understanding of technology systems, and are excited to bring a problem-solving mindset to both delivering outstanding service and to developing our team.
Responsibilities:
Serve as the primary point of contact for our users, delivering timely and professional responses to their inquiries via various channels (primarily email and phone to start).
Troubleshoot issues and guide users with varying levels of comfort with technology to successfully use our application.
Work with both CHWs and organizational users to address in-application issues as well as data management issues, such as errors in file processing and data upload.
Provide clear, consistent, accurate, and prompt documentation of customer interactions, inquiries, and steps in resolution in the customer support database.
Manage and prioritize multiple incoming issues and requests, and follow through on each one.
Collaborate with our product development, engineering, and quality assurance teams to escalate and resolve customer issues.
Assist in user acceptance testing (UAT) and provide valuable feedback to the product development team to improve the product and user experience.
Mature our customer support capabilities by building and improving on our customer support processes and resources, such as knowledge base articles and FAQs.
Help establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to measure team performance and ensure adherence to established standards.
Mentor, onboard, and manage new team members as we grow.
Maintain a positive and customer-focused attitude while working in a fast-paced environment and meeting established service level agreements and key performance indicators.
Required Qualifications
Bachelor's degree or equivalent work experience
4+ years of experience in customer support, preferably in technology or healthcare with 1+ years of managerial experience.
Ability to treat all customers with empathy, warmth, respect, and patience, even in challenging situations.
Strong problem-solving skills, with the ability to troubleshoot technical issues that may not have been previously encountered.
Excellent verbal and written communication skills, with the ability to articulate complex technical concepts simply and clearly.
Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions to improve customer support operations.
Demonstrated leadership skills with the ability to inspire and motivate a team, fostering a positive culture of excellence and continuous improvement.
Ability to thrive in a dynamic start-up organization where flexibility, collaboration, and creative thinking are valued.
Proficiency in using customer support software and tools, such as helpdesk ticketing systems and remote assistance tools.
Preferred Qualifications
Passionate about social justice, health equity, and the power of building community
Experience in process development and improvement efforts
Familiarity with healthcare technology systems such as electronic health records or other healthcare-related software applications.
Location and Compensation Philosophy
IMPaCT Care is committed to growing our team with the best talent. This role is completely remote friendly. We understand the value of investing in our employees and offer a competitive salary, equity grant, and comprehensive benefits package.
IMPaCT Care is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.