Client Care Advisor Specialist

You Belong at Greenway

Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.

Client Care Advisor Specialists provide in‐depth technical support for the application software, using creative problem-solving to provide product support and help customers through complex issues. Specialists manage their progress toward results and document customer communication throughout the “life‐cycle” of a reported issue, supporting a fast‐paced, metrics‐driven customer contact center. When applicable, the Specialist works closely with Product in identifying solutions for product/environmental defects and enhancements.

Essential Duties & Responsibilities

• Receives and responds to highly technical incoming client requests via telephone and web portal
• Identify, assess, and prioritize the resolution of all new and existing issues
• Makes independent diagnosis of patient and/or business risk utilizing/involving regulatory groups as necessary
• Monitors, documents, and manages the resolution process while effectively communicating status with the customer to maintain a high degree of client satisfaction
• Guides clients to the usage of self‐help resources
• Participates in the process to elevate and escalate issues as appropriate, assists team leads and less experienced specialists with reviewing elevations/escalations, as well as monitoring Parent cases where applicable
• Provides highly technical guidance to peers in resolving customer issues, acts as a resource to other specialists on solutions and possible root causes, and offers technical approval for specific solutions as needed
• Sets technical direction for the support department utilizing knowledge and skills to determine appropriate technical procedures to be taken to resolve issues
• Participates in various technical software groups, committees, and project teams, focused on high‐level technical review and setting or product direction with supportability and client satisfaction as primary goals
• Integrates with areas outside of support in order to mitigate technical risk with new or updated products
• All other duties as assigned.
  
  

Education And Experience

• High School Diploma/GED
• BA or equivalent work experience
• 5 years of experience in a customer service environment.
• Healthcare industry experience (medical billing, clinical workflow, etc.) is preferred.
• Experience with office productivity tools such as word processing and spreadsheet applications required
• Technical proficiencies
• Experience with Workstations and or Servers
• Experience with Windows and or Linux
• Switches, routers, and or wireless networking
• Prior experience working in an IT Support role in a busy technology call center or related experience
• Microsoft, Cisco, CompTIA, or other industry certifications desirable
• Experience troubleshooting medical software packages is a bonus
• Knowledge of terminal services or Citrix
  

Skills, Knowledge, And Abilities

• Thorough knowledge of at least one of the following: clinical workflows, practice management processes, imaging or peripheral systems, which may include networking, wireless and common peripherals.
• Technical competencies required: Windows Server, Workstation O/S, and basic working knowledge of Microsoft Office and
• Strong verbal and written communication, problem-solving/analytical, and troubleshooting skills.
• Excellent customer service skills.
• Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision.
• Ability to demonstrate detailed knowledge of specific products or O/S skills.
• Must be able to work with minimal supervision to perform varied work that may be somewhat difficult in character.
  
  

Work Environment/Physical Demands

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
• This role requires that one can sit and regularly type on a keyboard the majority of the workday
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/or mobile devices
• The role necessitates the ability to listen and speak clearly to customers and other associates
  
  

Here’s what we can offer you in exchange for your amazing work:

• Competitive pay
• Medical, dental and vision benefits
• Matching 401(k)
• Generous paid time-off programs
• Education reimbursement
• Growth potential for your career
• Corporate discounts
  
  

At Greenway, we strive to imagine, empower, engage, and inspire. Join us!

To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.

While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying.

If you are a resident of a state that requires pay transparency, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Be sure to include the Job ID in the subject line of your email.