Senior Applications Support Specialist - Catalyst Health Group

The Senior Applications Support Specialist will help our communities thrive by enhancing the customer experience through developing and maintaining long-term business relationships as well as serving as an internal advocate and client liaison. The position will be responsible for resolving product problems which includes data gathering, product configurations and business process documentation to deliver a high-quality solution to meet the customer's requirements and build customer satisfaction. You will understand all the ins and outs of our products and the service we provide and appreciate going above and beyond to help our users. We are a culture that is unabashedly driven by purpose. We are making a difference to our patients and providers while growing at an accelerated rate.

Every day, we support the health journey of patients by authentically living our core values: Purpose Driven, Relationships Matter, Serve Others First, and Inspire Creativity. If you love serving others and would like to make a material difference in an industry-transforming organization, then we invite you to apply to this role. We are recognized as one of the Top 100 Places to Work by The Dallas Morning News, and we have been awarded as one of the fastest-growing privately held companies by SMU Cox.

Role and Responsibilities:

• Support the mission, goals, and objectives of the organization.
• Engagement on organization product implementations as assigned.
• Manage customer interactions in a timely and accurate way to build trust.

• Possesses a basic understanding of organization products and services, but escalates to vendor the more complex inquiries.
• Addresses, responds and documents customer inquiries using the organization's ticketing system.
• Ability to troubleshoot issues with minimal support from other team members.
• Ability to handle multiple problems or concerns at one time.
• Ability to suggest key conclusions based on data gathering and analyzation (documents, examples, user issues, etc.) for customer issues.
• Provide responses to questions, concerns, and feedback in a positive, concise, and empathetic manner, escalating internally when appropriate.
• Provide excellent communication to our customers and leadership.
• Recognize customer trends and collaborate with internal teams on solutions to improve the customer experience maintaining a continuous improvement mindset.
• Promote best practice workflows by end users.
• Maintain and develop customer support content through KB Articles for our products and processes.
• Participate in testing new features for product releases.
• Ability to work as a "team player", always supporting other team members.
• Provides support and guidance for team members on more complex issues.
• Ensure continuous use of our products.
• Demonstrate skills and aptitude in meeting planning and facilitation.
• Perform basic project planning activities.
• Meet or exceed departmental KPIs.

• Represent high personal and professional conduct.
• Any additional responsibilities not listed above and deemed necessary.

Minimum Qualifications and Requirements:

• A 'people' person
• Associate degree required; bachelor's degree preferred.
• Willingness and ability to attend after hour business meetings, as needed.
• A hybrid of soft and hard skills required to master technology and manage customer relationships.
• Good organizational skills
• Positive, service minded attitude
• A commitment to excellence with a passion for going above and beyond to help people.
• Self-starter with the ability to work independently.
• Local travel, as needed.

Preferred Experience:

• 4+ years of healthcare experience
• EMR Implementations experience, preferably Athena
• 4+ years of Helpdesk Support experience
• Knowledge of Zoho