Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:
Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation
Analytics: deliver analytic applications & services that generate insight on how to measurably improve
Expertise: provide clinical, financial & operational experts who enable & accelerate improvement
Engagement: attract, develop and retain world-class team members by being a best place to work
Role: Client Support Agent
Team: Technology (Twistle support)
Locaiton: US, Remote
Travel: <5%, US
The Client Support Agent is a full-time position that demands a combination of strong communication, troubleshooting, and customer service skills.
Here is what you love to do:
- Serve as the primary point-of-contact for end-users of the Twistle platform who have questions, are experiencing issues, or require additional training on the use of the platform.
- Work as part of the team that is responsible for customer success, with Customer Ambassadors, Implementation, and Sales.
- Utilize existing documentation to troubleshoot and problem-solve technical issues on the Twistle platform.
- Flexibility to provide remote support to end-users during early mornings, evenings and weekends.
- Display empathy to end-users regarding their support inquiry while diligently working to answer questions, resolve issues, or provide detail about the intended use of the Twistle platform.
- Learn and maintain expert level knowledge of the Twistle platform, its use by customers, and the implementation process in order to provide optimal solutions and interactions with customer locations.
- Provide support for complex integrations between the Twistle platform and third-party systems (such as medical devices, Electronic Health or Medical Record (EHR/EMR) systems, etc.).
- Design, configure, and test all elements of the Twistle platform to contribute to platform quality assurance procedures.
- Apply attention to detail and documented standards to review configured components of the Twistle platform. This review includes ensuring the configuration meets established protocol, works as the builder intends, and providing feedback on the configuration to the original builder.
- Work as a member of a team to continuously improve the support process to reduce unnecessary steps, redundant activities, and improve customer satisfaction.
- Participate as a stakeholder in product improvement activities such as meetings, interviews, and testing of proposed changes to the Twistle platform.
- Act in an on-call support capacity for off-hour support needs as a part of a rotation based on-call schedule.
Here's what you bring:
- High School Diploma or G.E.D equivalent
- 3+ years experience in remote (telephone, email, etc.) technical software support
- Troubleshooting experience with Mac OS, Windows, iOS, and Android systems
- Working knowledge of medical terminology and operations
Information Security and Compliance Responsibilities
- Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy and HIPAA Privacy and Security.
- Adhere to and comply with the organizations Acceptable Use Policy.
- Safeguard information system assets by identifying and reporting potential and actual security events to the organizations Security and Compliance Officers.
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.
Studies show that candidates from underrepresented groups are less likely to apply for roles if they don’t have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position. If you feel you may be a good fit for the role, even if you don’t meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.
At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.
