What are the responsibilities and job description for the Healthcare Solutions Generalist position at VaxCare?
ABOUT VAXCARE
VaxCare is an end-to-end solution that improves immunization rates and overall vaccine program profitability. We bring ease and visibility to a complicated and fragmented system by connecting supply, management and revenue, centered around in our easy-to-use digital product. We love to tackle challenges with an analytical spin and we are constantly looking for ways to develop tools and solutions that help accomplish our mission of helping to support physicians provide the best care possible.
THE POSITION
The Healthcare Solutions Generalist is a rotational role providing individuals with an introduction to various operating departments within VaxCare. This role entails several multi-month rotations in different departments with the objective of gaining a solid understanding of VaxCare’s operating model and Core Values, our partners, and our technology. It also allows you to see how our Core Values are lived daily. Through extended exposure to different departments (rotations can be 3-5 months long), employees can identify a career path that matches their skills and interests and will have the opportunity to build new skills and key relationships that will help them move down that desired career path.
WHAT TO EXPECT IN THIS ROLE
We believe the best way to learn VaxCare is to interact with our Partners. Many of the VaxCare Solution Generalist rotations entail training on how to solve Partner issues and then getting opportunities to apply that newly acquired knowledge via actual partner interactions. Those filing the role are expected to exhibit VaxCare’s Core Values daily while meeting the performance objectives and SMART goals established at the start of each rotation. Rotations include but are not limited to the following teams:
Customer Care Generalist Team: Provide support for incoming phone, chat, and email contacts for a broad range of partner questions. This rotation focuses heavily on learning and, therefore, entails several weeks of training intermixed with opportunities to apply what has been learned. This rotation is the first in the series of rotations and will provide an overview of VaxCare’s business which will be further built upon by other rotations.
Customer Care Inventory Team: Provide phone, chat, and email resolution to our partner’s inventory-specific questions and issues. This rotation provides an introductory understanding of VaxCare’s inventory processes, which are one of our key value propositions. The knowledge gained during this rotation may be further built upon with a rotation on the Inventory Management Team.
Customer Care Payments Team: Provide phone, chat, and email resolution to VaxCare partner’s payment-specific questions and issues. Payments is another of VaxCare’s key value propositions. This rotation provides an introductory understanding of VaxCare’s payment process, including partner billing, eligibility responses, and partner compensation.
Customer Care Platform & Interfaces Team: Provide phone, chat, and email resolution to VaxCare partner’s technology-specific questions and issues. This rotation provides an introductory understanding of VaxCare’s technology, including Hubs, Mobile Hubs, and the Partner’s Portal as well as Electronic Medical Records (EMR) Integrations. Although heavily technology-focused, this rotation will help you understand the complexity of our technology in a way that you can easily digest to effectively solve many of our partner’s technology issues.
The Hub Team (HT): The Hub is the essential tool used by our Partners to manage their vaccine process and the Hub team is responsible for ordering, setting up, testing, and shipping the Hubs. A rotation on this team will provide a deeper level of exposure to all aspects of the Hub which is is very helpful as everything we do starts with the Hub.
The Inventory Management Team (IMT): This rotation will build on the knowledge from the Customer Care Inventory rotation by providing deeper exposure to the back office operations around VaxCare’s inventory process. The rotation will focus solely on inventory-related topics, including returns, order exceptions / special orders, order fulfillment, and inventory reconciliations. Since the IMT also handles inventory issue escalations, you will be exposed to the more complex inventory issues that our partners experience.
Revenue Cycle Management Team (RCM): This rotation will build upon the knowledge from the Customer Care Payments rotation by providing deeper exposure to the back office operations that support VaxCare’s payment process, including patient billings and collections, claim research, and denial analysis.
EXPERIENCE REQUIRED
While candidates must demonstrate a strong aptitude to learn and apply complex information, it is who they are inside that matters more than past work experience. The ideal candidate lives VaxCare’s Core Values (VaxCare-ness, Belief in Something Bigger than Ourselves, Humility as a Posture of Learning, and Adaptability & Embracing Change) in all aspects of life. They have an understanding that life is a journey and not a destination, and therefore, they look to get the most out of every step of that journey. In addition to the above and an off-the-chart level of engagement, the ideal candidate:
- Has a deep-rooted belief that “attitude and effort” are the keys to success
- Exhibits “Unstoppable Resourcefulness”
- Is confident in their abilities but possess a high degree of humility and kindness
- Wants to help those around them be better and takes the initiative to do so
- Has an unwavering “can do, will do” mindset and the work ethic to support it
- Possesses powerful relationship skills (People like you)
- Displays a high degree of professionalism (shows up on time, works hard, plays well with others, etc.)
