Greenway Health

Senior Client Care Technician L1


PayCompetitive
LocationRemote
Employment typeOther

This job is now closed

  • Job Description

      Req#: 598940

      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.

      Senior Customer Support Technicians interact with customers on a daily basis to provide in-depth technical support for the application software over the phone and through live chat, using creative problem solving to provide product support and assist customers through complex issues. Technicians manage their progress toward results and documents customer communication throughout the “life-cycle” of a reported issue, supporting a fast-paced, metrics-driven customer contact center.

      Essential Duties & Responsibilities

      • Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner.
      • Demonstrates advanced understanding of internal systems and is proficient in their use.
      • Demonstrates basic understanding of operations metrics and purpose.
      • Demonstrates advanced understanding of company mission and Greenway Health products.
      • Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases.
      • Completes all required training and demonstrates skills in areas to include Product, Systems and Customer Service (including professional interactions).
      • Escalates unresolved customer cases as needed (L2, L3 other internal (NOC)).
      • Utilizes Knowledge Base in researching issues.
      • Complies with schedule and attendance policy, including following a daily phone schedule.
      • Contributes to our knowledge base article database for assigned products.
      • Reviews and Approves knowledge base articles.
      • Assists in training and acts as mentors to co-workers as directed.
      • Participates in Teams Chat room based on assigned subject groupings.
      • Participates in Pilot and Beta as directed.
      • Acts as phone or chat queue backups for L1 as directed.
      • Directs escalations from L1.
      • Acts as a Subject Matter Expert in at least one product.
      • All other duties as assigned.

      Experience and Education

      • High School Diploma/GED
      • BA or equivalent work experience
      • 12-18+ months in Greenway call center or equivalent experience
      • Healthcare industry experience (medical billing, clinical workflow, etc.) is preferred.

      Skills, Knowledge, and Abilities

      • Strong verbal and written communication skills, problem solving/analytical and trouble-shooting 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 product or O/S skills.
      • Thorough understanding of clinical practice management, imaging or peripheral systems.
      • Must be able to work with minimal supervision to perform work that is varied and 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 work day
      • This role requires that one can sit and regularly type on a key board the majority of their work day
      • 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
      • The work environment is an open room with other associates and noise from others will be part of the regular work day

      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 Colorado resident, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Please include the Job ID in the subject line of the email.

      #LI-REMOTE

  • About the company

      Greenway Health, LLC is a privately-owned vendor of health information technology including integrated electronic health record, practice management, and revenue cycle management solutions.