Customer Operations Support Specialist - HealthStream, Inc

As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream's brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

• A collaborative work environment
  
• A mission-oriented mindset
  
• Work-from-home flexibility
  
• A chance to grow your career
  

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

The Customer Operations Specialist owns and manages to resolution complex cases escalated from Customer Service and other channels, collaborating as needed with HealthStream cross functional teams and vendor partners. Advocates for the customer to find timely resolution to issues, enlisting the assistance of other teams or management as needed. Special emphasis on strategic account support, and acting as a liaison with Administrators and key stakeholders of one of these top accounts. This role requires the ability to use complex data supporting tools and applications, such as those that use structured query language (SQL). The Customer Operations Specialist serves as a trainer and mentor to others on the team as needed to resolve complex cases.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

• Provides strategic account support for one of our top customers, acting as a liaison with Administrators and key stakeholders of these accounts.
  
• Identifies and provides reporting solutions for internal and external and customers by utilizing advanced reporting applications such as PowerBI and MS SQL Server Management Studio.
  
• Trains and mentors new and existing Tier 2 team support personnel and assists in identifying the support resolution process to resolve complex cases.
  
• Resolve support cases escalated from Customer Service, Sales, Product Management, or Success Management by following established workflows and processes.
  
• Serve as the customer's advocate, owning escalated issues through resolution.
  
• Properly document, escalate and manage open issues through resolution, regularly keep customers informed of progress.
  
• Document and communicate product resolutions directly to customers, or through Customer Service colleagues.
  
• Document all customer interactions in Salesforce or other customer databases, and alert management of important account relationship issues or problems needing further escalation for resolution.
  
• Participate on internal cross functional teams to ensure understanding of common customer challenges, collaborate on problem resolution, and share/receive information on product best practices, updates, enhancements, and release planning.
  
• Continuously look for opportunities to enhance our products and support methods to improve customer service, support and retention.
  
• Pro-actively, or as assigned, obtain ongoing product and technical training to maintain the knowledge and skills to proficiently address customer issues.
  

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

• Experienced professional with a preferred bachelor's degree in healthcare, business, or technical field
  
• Minimum 2 years in a customer service/support or related role
  
• Experience in healthcare organization
  
• Experience with HealthStream products from an administrator-level is a plus
  
• Experience in a SaaS business desirable
  
• Experience with Salesforce is desirable
  

Skills and Abilities Required

• Mid to high-level computer skills including the Microsoft Office suite of products.
  
• Excellent verbal and written communication skills
  
• Technical acumen to support development of an in-depth understanding of assigned products/solutions
  
• Function independently and use critical thinking to analyze and help resolve customer challenges
  
• Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks
  
• Effectively interface with customers and colleagues using active listening and a calm, professional demeanor
  
• Effectively present information to customer and HealthStream internal stakeholders
  
• Collaborate as part of a team to optimize solutions and a seamless delivery approach
  
• Adapt to changes in strategy or approach as needed in a fast-paced, innovative environment
  
• Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions
  
• Travel up to 15%, staying overnight as needed to meet customer and internal company needs.
  

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
  
• Paid Time Off
  
• Parental Leave
  
• 401k and Roth
  
• Flexible Spending Account
  

• Health Savings Account
  
• Life Insurance
  
• Short- and Long-Term Disability
  
• Medical Bridge Insurance
  
• Critical Illness Insurance
  

• Accident Insurance
  
• Identity Protection
  
• Legal Protection
  
• Pet Insurance
  
• Employee Assistance Program
  

• Fitness Reimbursement
  

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!