Customer Success Support Associate

QCSS Health; Cambridge (MA); Remote; USD 50,000 - 70,000; Full time

Job summary

Quality Coding Software Solutions is looking for a dedicated Customer Success Support Associate. This role involves providing technical assistance and support for healthcare SaaS solutions, ensuring high customer satisfaction. Candidates should have relevant experience in healthcare environments, excellent communication skills, and a technical support background to enhance health care outcomes for vulnerable populations.

Qualifications

• 1-3 years of experience in a healthcare software business.
• Proven work experience as a Help Desk Associate or technical support role.
• Knowledge of healthcare IT systems and value-based care.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Document customer interactions and resolve issues promptly.
• Lead daily Help Desk Stand-Up Meeting.

Skills

Detail oriented

Proficiency in Jira

Excellent written and oral communication skills

Energetic, friendly attitude

Strong work ethic

Tools

Microsoft Excel

PowerPoint

Word

Job description

Customer Success Support Associate

Overview

Quality Coding Software Solutions is seeking a Customer Success Support Associate to support our Managed Care and Community based healthcare clients. We offer an exciting opportunity to support health care insurers and providers in improving health care outcomes for vulnerable populations. Our solutions positively impact over two hundred fifty thousand health plan members.

Responsibilities

• Develop strong knowledge of our Healthcare SaaS Solutions
• Serve as the first point of contact for customers seeking technical assistance
• Respond to all helpdesk and Knowledge Center support inquiries
• Diagnose customer issues with probing questions, reports, analysis, and cross functional department collaboration
• Document customer interactions, details of inquiries, complaints, comments, actions taken, and resolutions in Jira
• Provide customer support via email, teleconference, or over the phone and walk customers through the resolution process and any next steps
• Provide a timely first response and resolution of issues with accurate information for end users to meet contractual health plan SLAs
• Complete basic data analysis and provide product report suggestions to support customer inquiries
• Provide information about QCSS products and services
• Lead the daily Help Desk Stand-Up Meeting
• Participate in maintaining and improving helpdesk standard operating procedures
• 1 - 3 years working for a healthcare software business or within a healthcare environment
• Proven work experience as a Help Desk Associate/ Technician or other technical customer support role
• Knowledge of healthcare IT systems, healthcare assessments, and value-based care
• Detail oriented, self-starter with a desire to learn and take on new responsibilities
• An energetic, friendly, knowledgeable and optimistic attitude
• A strong work ethic and willingness to learn
• Excellent written and oral communication skills
• Proficiency in Jira, Microsoft Excel, PowerPoint, and Word

Qualifications and Experience

Location/Travel

• Position is available remotely
• QCSS is headquartered in Cambridge, MA
• Travel may be required to organize, execute, and attend in-person marketing events and periodic in-person company meetings

Hiring Process

• The initial screen will be a 30-minute call
• The first interview will be a 60-minute video call
• The final interview will include presentation of an exercise and be a 90-minute video call
• The final step of the process will be a reference check
  
  
  

Background Checks/Federal HealthCare Program Exclusion Lists Screening

Candidates for this position will be required to undergo a pre-employment background check. All QCSS employees are subject to annual screening to ensure that they have not been excluded from the Federal Healthcare Programs (using the OIG and GSA Exclusion Lists) or State Medicaid Programs. The Company’s pre-employment background check and OIG/GSA Exclusion Lists screening program is administered in compliance with all federal, state and local laws.

Equal Opportunity Employer

QCSS is an Equal Opportunity Employer and strongly supports diversity in the workforce.

About Quality Coding Software Solutions

At QCSS Health, we are laser-focused on simplifying the complexities of MLTSS service delivery through innovative, data-driven solutions that result in greater cost-efficiencies, more equitable access to care, and improved health outcomes.

Our Mission

To seamlessly integrate domain expertise with technology solutions to make Managed Long Term Services and Supports more successful. We are dedicated to enabling health plans and providers to improve the health outcomes of their vulnerable populations and thrive in a value-based healthcare system.

Our Core Values

Simplifying Complexity - We know managing cost-effective MLTSS programs can be difficult, but it doesn’t have to be. Our guiding principle is to develop innovative, easy-to-use solutions, designed specifically to meet the unique challenges of running MLTSS programs.

Member-Centric Excellence - We empower MLTSS organizations to deliver exceptional care to their members, placing individual outcomes, health equity, and the quality of care delivered at the forefront of everything we do.

Trust is at our Core - We foster trust by leading with integrity, ethics, and the reliability of our technology. Transparency, genuine listening, and unwavering dedication to fulfilling our commitments are fundamental to how we cultivate strong and meaningful relationships.