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About the role
<p><strong><span data-contrast="auto">Who:</span></strong><span data-contrast="auto"> HealtheConnections, a respected national leader in providing health information exchange (HIE) services for 26 counties of NYS.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">What:</span></strong><span data-contrast="auto"> Hiring an experienced, customer-focused professional</span><span data-contrast="none"> to provide advanced support and operational leadership through troubleshooting, workflow oversight, training support, special project execution, and more across HealtheConnections’ technology services</span><span data-contrast="auto">.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">About the Job: </span></strong><span data-contrast="auto">In this role, you will use your experience and critical thinking skills to work closely with customers to understand their needs, provide guidance on our systems and services, manage important processes, and serve as a trusted resource.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<p><span data-contrast="auto">This team supports one of the largest and most multi-faceted health information exchanges in the country and serves as a key resource for both customers and internal teams. Administrative and</span><span data-contrast="auto"> Customer Support Specialists have varied responsibilities. You will work closely with customers</span><span data-contrast="auto"> and team members to ensure a high-quality customer experience while supporting onboarding, compliance, customer service operations, and continuous improvement initiatives.</span><span data-ccp-props="{"335551550":0,"335551620":0}"> </span></p>
<p><span data-contrast="auto">Primary Responsibilities:</span> </p>
<ul>
<li><span data-contrast="auto">Serve as a primary point of contact for customer inquiries, service requests, and support issues, delivering an exceptional customer experience through phone, email, and tickets</span></li>
<li><span data-contrast="auto">Be a subject matter expert for Customer Services processes and how HealtheConnections’ services work.</span> </li>
<li>Troubleshoot and resolve complex customer issues while ensuring timely follow-up and resolution. </li>
<li>Support the categorization, triage, escalation, and management of customer support tickets using our CRM and other business systems </li>
<li>Maintain accurate customer records, user accounts, and system documentation. </li>
<li>Support customer onboarding, credentialing, compliance, and customer experience initiatives.<span data-ccp-props="{"335551550":0,"335551620":0}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Experience Needed:</span></strong><span data-ccp-props="{"335551550":0,"335551620":0,"335559685":0}"> </span></p>
<p><em><span data-contrast="auto">Please send us a cover letter with your application.</span></em><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":0,"335559739":0,"335559740":259}"> </span></p>
<ul>
<li><span data-contrast="auto">5+ years of customer service, customer support, client services, or related experience.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Experience with CRM, ticketing, or customer support platforms.</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Excellent written and verbal communication skills. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Strong analytical and problem-solving abilities. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Strong technical aptitude and ability to quickly learn new applications and systems. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Ability to work under pressure, meet deadlines, and ensure accuracy. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Proven ability to follow established procedures. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Experience working independently and collaboratively within a team environment. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Experience in healthcare, health information exchange, health IT, medical administration, or a technical support environment is a strong plus. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Associate's or higher degree in Business, Communications, Healthcare Administration, Information Technology, or equivalent experience strongly preferred<span data-ccp-props="{"335551550":0,"335551620":0}"> </span></li>
</ul>
<p><span data-contrast="auto">Not sure you meet all qualifications? Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply. </span><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<p><strong><em><span data-contrast="auto">You’re a great fit for us if you’re good at…</span></em></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<ul>
<li><span data-contrast="auto">Methodical, detail-oriented tasks</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Being flexible and adaptable to shifting priorities</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Following procedures carefully </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Helping someone get to the root of a problem<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li>
</ul>
<p><strong><em><span data-contrast="auto">We’re a great fit for you if you’re looking for…</span></em></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">A high-performance, high-energy, collaborative environment</span></strong><span data-contrast="auto">. One of the best things about working here is our team. They’re smart, supportive, passionate, and among the best in the business. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="auto">A dynamic industry.</span></strong><span data-contrast="auto"> Health information exchange has exciting opportunities on the horizon as the healthcare industry evolves, both within NYS and on the national stage. </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><strong><span data-contrast="auto">Strong benefits.</span></strong><span data-contrast="auto"> We cover the cost of medical insurance for employees along with a full suite of benefits, including 401k matching, generous vacation/holiday time, unlimited sick time, flexibility in work hours and hybrid/remote work, and more. </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><strong><span data-contrast="auto">Work that makes a difference in your community.</span></strong><span data-contrast="auto"> We’re proud to make an impact on the daily lives of health professionals and support improved health outcomes for individuals right here in New York State. </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p><span data-contrast="auto">We like to say that we’re “casually competent” – we’re not pretentious, but we know our stuff. Our people are talented, our culture is vibrant, and our work is at the top of its class. Even better, our customers genuinely like working with us, and we’ve seen firsthand how what we do has made a positive impact on our community.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<p><span data-contrast="none">$48,000-$62,500 is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, and seniority.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<p> </p>
Perks & benefits
- 401k
- Medical Insurance
- Pension Matching
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