Client Support Specialist
USA
Growth – Customer Success /
Full Time /
Remote
About Certify:
We are on a mission to change how the US healthcare industry deals with provider data. Our goal is to reduce the cost of healthcare by streamlining access to provider data and reduce administrative and regulatory burden on healthcare organizations.
Certify is revolutionizing the healthcare industry by laying the infrastructure upon which the next generation of provider-centric applications (network adequacy, accuracy, provider utilization, etc.) will be built. As innovative digital health plans and provider care models continue to scale and challenge traditional care models, the need for a centralized data infrastructure has never been greater. Our platform will support the future of healthcare innovation by becoming the source of truth of provider data, and making that data easily accessible and actionable for the entire healthcare ecosystem.
We have built an API-first, UI-agnostic, end-to-end provider network management platform automating licensing, enrollment, credentialing, and network monitoring. With direct integrations into 100’s of primary sources, we are uniquely positioned to enhance visibility into the entire provider network management process. Our team has more than 25+ years of combined experience building provider data systems at Oscar Health and are backed by top-tier VC firms who share our vision of creating a one-of-a-kind healthcare cloud that removes the friction surrounding provider data.
At Certify, we pride ourselves on fostering a meritocratic environment that ensures every voice has an opportunity to be heard. Founded on the principles of trust, transparency and accountability, we aim to challenge the status quo at every step and are looking for purpose-driven team members to share our journey in redefining Healthcare data infrastructure.
About the role:
We are seeking a highly motivated and client-focused Support Specialist to join our team. In this role, you will manage a queue of client-related issues and tickets submitted via the Salesforce system, providing Certify’s clients with the support they need to effectively use our products and services. You will ensure client satisfaction, address inquiries, and resolve issues promptly. This function is a key component of Certify’s Growth organization and Client Success team.
What You'll Do
- Respond to client inquiries via phone, email, and live chat in a timely and professional manner.
- Work a queue of client support tickets via Salesforce
- Partner directly with Client Success, Operations, Product and Engineering to resolve client issues and escalations
- Manage and support client expectations through the assigned Customer Success Manager
- Provide detailed and accurate information about our products and services.
- Troubleshoot and resolve client issues, escalating to higher-level support when necessary.
- Maintain detailed and accurate records of client interactions and integrations.
- Proactively identify potential issues and provide solutions to improve client satisfaction.
- Collaborate with other teams, such as Sales and Product Development, to ensure a seamless client experience.
- Provide feedback and suggestions for improving our products, services, and support processes.
- Overcommunicate via Salesforce ticketing system internally.
What You'll Need
- Proven experience in a customer support or client-facing role.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Ability to learn and use Salesforce software and other support tools.
- Ability to learn the product, processes, and engineering sectors.
- Positive attitude and a passion for helping clients succeed.
