• Job Description

  Req#: REQ-2270

  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: Customer Service Associate

  Team: ARMUS

  Location: US, Remote

  Travel:

  Position Overview

  The Customer Service Associate is a member of the Coordinating Center team. The team member will primarily facilitate the resolution of support issues, including providing documentation of unresolvable or escalated issues to managers, provide assistance and education on user facing products, and facilitate the addition of users for the ARMUS products. The team member will be working in production systems, so good discipline and customer relations skills are required.

  What you'll own in this role:

  • Adhere to all company policies, as well as HIPPA regulations and guidelines as directed by the Company Privacy Officer.
  • Develop an understanding of currently supported products and how customers use them.
  • Support new client services rollouts and updates, while ensuring a positive client experience, as well as effective and efficient utilization of company resources. To include:
    • ARMUS ticketing systems
    • User account management
    • Education for use of data entry, reporting, and user management tools
  • Handle incoming requests as received, prioritizing actions, and evaluating time resources so that both customer needs and company deadlines are met.
    • Isolate and recreate customer reported problems in various products.
    • Troubleshoot and find creative solutions to client’s needs. Document solutions and/or steps to reproduce and make recommendations for improvements and/or changes.
    • Report unresolvable or escalated issues to managers through ticketing and other direct communication (as defined in the Coordinating Center processes and procedures information)
    • Follow up with customers to ensure issues are resolved and customers are satisfied.
  • Maintain a mindset of continuous improvement, in terms of customer satisfaction and efficiency of support processes, including identifying and communicating common manual processes to be automated as well as updating documentation as needed/requested.
  • Support and build relationships with clients in the customer service phase.
    • Understand business objectives and make recommendations on how products can support client needs.
    • Use good judgement to manage and expand client relationships.
  • Work with peers and cross departmental functions to ensure operational consistency, including building relationships with the operational, technical, business, and sales departments.
  • Relate any opportunity or issue to the team management.

  Who you are/what you bring to this role

  • One or more years in a customer services role preferred.
  • Bachelor’s degree (B. A.) or equivalent; or one-year related experience and/or training; or equivalent combination of education and experience preferred.
  • Customer service oriented, including excellent situational and problem-solving skills and ability to promote customer satisfaction.
  • Strong verbal and written communication skills are required.
  • Ability to work autonomously.
  • Proven experience in exercising good judgment.
  • Proven capability of promoting a positive working environment.
  • Proven character qualities that indicate the importance of teamwork, collaboration, adaptability and initiative.
  • Demonstrated leadership abilities and achievement oriented.
  • Must be detail oriented and possess excellent organizational skills
  • Must possess conflict management skills.
  • Basic computer skills: word processing, spreadsheet, email systems and the capability to learn other computer programs, such as database programs and ticketing systems.

  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.

• About the company

  Health Catalyst is dedicated to enabling health care organizations to fundamentally improve care by building the most comprehensive and fully integrated suite of healthcare data warehousing and process improvement solutions available.

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