Iodine Software
Iodine Software is the leader in clinical AI for highly accurate capture of patient documentation.
Austin, TX
Hybrid

Client Success Analyst

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Client Success Analyst

Services – Austin, Texas

 

Iodine Software equips medical care teams with the most innovative tools to solve some of their toughest problems in clinical documentation. By leveraging new technologies like Natural Language Processing, Machine Learning, and Artificial Intelligence, our platform drives significant improvements in how hospitals document patient health conditions, in turn positively influencing team performance and patient outcomes.

 

Iodine thrives by delighting our users. Support is a cornerstone of our offering and enables us to cultivate a happy, productive user base. We are seeking Client Success Analysts to join our Professional Services team and help take Iodine to the next level by providing best-in-class service. This is a high visibility role, and your success will depend on building strong long-term relationships with our clients, proactively identifying issues and driving resolution, and fostering communication with users and stakeholders along the way.

 

What You’ll Do

 

  • Approach every client interaction with total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools
  • Serve as one of our front-line support representatives, triaging new cases arriving from multiple channels, diagnosing problems and controlling the flow and prioritization of requests to our development teams
  • Investigate and fix issues reported by our users; communicating progress back to every client and setting clear expectations on resolution
  • Share results back to the organization to inform decisions about product roadmap planning and service offerings
  • Identify and advocate for robust solutions to recurring issues that affect our customer base
  • Assist in quality assurance, deployment, and preparation for new releases
  • Expand your skillset in technologies such as SQL, Java, XML, and HTML, to create solutions for customers.
  • Enter and manage support cases using JIRA and Salesforce and ensure these requests are included in appropriate weekly development sprints

 

What You’ll Need

 

  • Bachelor’s degree required and a 3.0 GPA or above
  • Proven ability to clearly communicate complex problems and build trust with clients and colleagues
  • Demonstrated empathy and patience for end users; takes a personal stake in our clients' success
  • A problem solver's mentality; wants to open up the machine to see how it works
  • Attention to detail, highly organized, with an absolute focus on quality of work
  • Proven track record of managing multiple, competing priorities while consistently exceeding goals
  • Team player DNA with a desire to solve for the interests of our clients and of our business
  • Positive, self-starter attitude with high level of personal ownership and accountability
  • Knowledge of SQL, Java, XML and HTML is a plus

 

 

What You’ll Get:

This is a unique opportunity to join a close-knit, rapidly growing team and help us build and scale our services organization. You will be learning the latest technologies that are pushing the boundaries of our industry and impacting the way medical teams document patient health conditions. You will be a first point of client contact, directly influencing the way clients experience our product and our team. You will interface with all aspects of the business and have exposure to many learning opportunities – from implementation management to machine learning analysis to software development.

 

See Something, Do Something

At Iodine, we are incredibly privileged to be entrusted with an enormous amount of Protected Health Information (PHI) amounting more than 90 million lives. Inherent to our culture is the need to live up to that trust in everything we do. Security is a primary responsibility shared by every Iodine employee and we expect everyone to honor that responsibility. That includes abiding by our security policies, being constantly vigilant to possible risks to the privacy and safety of the information given to our care and bringing forward any concerns about security.

 

You must be currently authorized to work full-time in the United States on a permanent basis.

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What are Iodine Software Perks + Benefits

Iodine Software Benefits Overview

Iodine offers a comprehensive benefits package including medical, dental and vision along with basic term life insurance and a 401K plan with company matching. We also offer many other optional perks like annual wellness benefit, pet insurance, voluntary life insurance, cell phone and internet reimbursement as well as a work from home stipend for each employee.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Flexible work schedule
Iodine provides employees with a flexible work schedule that includes Flexible start and end times and to support work life balance.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Iodine employees can contribute up to $2750 annually to their FSA.
Disability insurance
Iodine Offers both Short and LongTerm Disability benefits. Short Term covers 60% of weekly income up to $2300 weekly and Long Term covers 60% of monthly income up to $10,000 monthly maximum payout.
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Our pet insurance policy offers 3 reimbursement options to best fit your needs.
Wellness programs
Team workouts
Mental health benefits
Our EAP Program offers FREE Counseling sessions. articles and virtual webinars on topics related to issues we are currently facing.
Financial & Retirement
401(K)
401(K) matching
Iodine provides employees with a 401(K) matching plan managed by Voya. We match 50% of contributions up to 6% of an employees annual gross pay.
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Unlimited vacation/PTO plan
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Iodine typically targets company wide events twice a year, one typically in the summer and the other around our company-wide holiday party!
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
annual training and education stiped
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Cell Phone/Internet Reimbursement - up to $100/month
Work From Home Stipend- each employee is granted a $500 work from home stipend to assist with home office set up
Wellness Benefit - up to $500 annual reimbursement for your wellness (ie. gym memberships, massage therapy, etc.)
Training and Continuing Education Allowance - up to $2500 annual reimbursement
Employee Referral Program
TeleHealth
Travel and Global Emergency Assistance
Accident, Critical Illness and Hospital Insurance
LegalShield Assistance
Employee Assistance Program - Counseling & Financial Services
HSA Contribution
Pharmacy Resources

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