Product Support Specialist

| Austin | Remote
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Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.

What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.

If you share our passion for changing healthcare so all people can live healthy, brighter lives – apply to join our team.


Bright Health Group provides a white-labeled DocSquad Virtual Health Care platform for Health System patients. The Product Support Specialist provides product assistance to the consumers of the platform, ensuring they receive the information and support required to satisfy their requests. Today, the interactions are predominantly made by providing phone support but will include other types of channels, such as chat, in the future. The bi-lingual (Spanish) Product Support Specialists will assist the caller with account setup, general system usage, prescription routing, and other product-related questions. The Product Support Specialist is considered Tier 1 support and will escalate complex issues to Tier 2, Technical Support.Role Responsibilities

  • Resolves issues presented by callers for product support.
  • Documents of all interactions in the administrative and ticketing systems.
  • Contacts customers with updated information regarding their issues as needed.
  • Calls pharmacies with updated prescription requests for providers.
  • Learns the features and functionality of the product.
  • Clearly explains how to use the platform to patients and providers.
  • De-escalates situations involving distressed customers offers calming assistance and support, and clearly details an issue that needs to be escalated

Education, Training, Experience

  • BS degree or equivalent years of experience
  • 1+ years of product support experience required
  • Application support experience desired
  • Help Desk Software experience a plus
  • Background in health care and/or hospital systems a plus
  • Additional fluency in Spanish is a plus
  • Enjoy solving problems utilizing your training, knowledge, and curiosity
  • Ability to follow a documented process
  • Possess a collaborative style
  • Exhibits grace under pressure
  • A positive can-do attitude
  • Embrace the company values

 

We’re Making Healthcare Right. Together.

We are realizing a completely different healthcare experience where payors, providers, doctors, and patients can all feel connected, aligned and unified on the same team. By eradicating the frictions of competing needs, we are making it possible to give everyone more of what they want and deserve. We do this by:

 

Focusing on Consumers
We understand patient pain points, eliminating complexity while increasing transparency, for greater access and easier navigation.

 

Building on Alignment
We integrate and align individual incentives at all levels, from financing to optimization to delivery of care.

 

Powered by Technology

We employ our purpose built, integrated data platform to connect clinical, financial, and social data, to deliver exceptional outcomes.

 

          

 

As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

 


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Location

We are downtown at 515 Congress Avenue, right in the heart of downtown! Tons of restaurants and close to public transportation.

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