Customer Success Support Associate

QCSS Health; Cambridge (MA); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in healthcare technology is seeking a Customer Success Support Associate to enhance client support for Managed Care and Community-based healthcare. This entry-level role involves assisting clients with technical inquiries, ensuring timely resolutions, and contributing to the improvement of healthcare outcomes for vulnerable populations. The ideal candidate will possess strong communication skills, a detail-oriented mindset, and a desire to learn in a dynamic environment.

Qualifications

• 1-3 years in healthcare software or environment.
• Proven experience as Help Desk Associate or technical support.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Document customer interactions and provide timely resolutions.
• Complete basic data analysis and provide product report suggestions.

Skills

Attention to Detail

Communication

Customer Support

Problem Solving

Education

Bachelor's Degree

Tools

Jira

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Join to apply for the Customer Success Support Associate role at QCSS Health

4 days ago Be among the first 25 applicants

Join to apply for the Customer Success Support Associate role at QCSS Health

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.

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Software Development

Referrals increase your chances of interviewing at QCSS Health by 2x

Get notified about new Customer Success Associate jobs in Cambridge, MA.

Remote Customer Success Associate - $60k-$80k (FinTech)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.