Technical Support Analyst, CareMessage
$83k
Patient engagement for underserved populations
Job no longer available
Patient engagement for underserved populations
21-100 employees
Job no longer available
$83k
21-100 employees
Company mission
To leverage technology to help safety net organizations fulfil the essential needs of underserved populations.
Role
Who you are
- Experience as a Technical Support Analyst at two or more previous companies
- Experience as a Technical Support Analyst for an enterprise software or SaaS product
- Ability to translate technical information to a non-technical audience via written and verbal communication
- Problem-solver who is excited about solving team and customer problems
What the job involves
- Manage a daily queue of incoming requests that require timely attention via email and live chat
- Collaborate with the Support Team and others as necessary to resolve customer concerns via email, chat, or Zoom
- Provide clear documentation of any customer issues, allowing our product and engineering teams to quickly understand and reproduce customer bugs
- Continuously learn about new and upcoming product functionality, and maintain any internal documentation to ensure we are communicating the latest information to customers
- Provide product demonstrations or trainings to new and existing customers
- Contribute to the growth of our Support team by designing tools and processes to achieve maximum impact and efficiency
- Within 1 month you'll..
- Understand and be able to explain our customer segments and why they use CareMessage
- Develop an understanding of our product architecture and functionality, including our web application, messaging products and integrations showcased through your ability to demo and answer internal questions
- Learn and follow our support and bug reporting processes
- Apply your knowledge to resolving common customer support tickets, and collaborate on complex issues as necessary
- Within 3 months you'll..
- Be self-sufficient in handling all types of customer support request, successfully responding to and resolving complex and uncommon customer Issues'
- Become an expert on our web application and messaging products
- Develop a basic understanding of all integration offerings including EHRs, integration types (HL7, SFTP, API, FHIR)
- Collaborate with members of the Sales and Customer Success teams to optimize our overall customer experience, specializing in product demos and trainings
- Within 6 months you'll..
- Lead your own improvement projects to help the Customer Success organization scale customer support strategies to hundreds of organizations. This may include collaboration with other departments including Marketing, Sales and Product
- Partner with our Product and Engineering teams to understand and resolve the most complex technical issues our customers face
Our take
CareMessage allows healthcare providers to keep in touch with patients after consultations or treatment, prompting engagement from inactive clients and improving health outcomes for those in need of follow up care. For the providers themselves, CareMessage also offers workflow automation and management tools to optimize business. The result is fewer no-shows, and less time wasted on administrative duties.
Whilst this kind of practice management product is nothing new in the private healthcare sector, CareMessage’s client focus is. Pointedly, the non-profit works with a network of over 300 global safety net organizations, through which it reaches over 7 million underserved patients.
Over recent years, the CareMessage engagement system has also been used to publicise other safety net services like food support. This kind of growing, popular, and socially impactful influence is remarkable and helps offer an urgent solution in the increasingly stressed US healthcare market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2020
$0.3m
GRANT
Jul 2017
$12m
SERIES B
Total funding: $19.4m
Company benefits
- Flexible work hours as a fully remote team
- Half-day Fridays
- Generous medical, dental, and vision insurance for employees and their families
- Health Savings Accounts and Flexible Spending Accounts
- 401k retirement plan
- Short & long-term disability insurance
- Paid parental leave for biological and adopted children
- 9 wellness days to be used for anything that comes up in life or self-care
- Paid time off & 1-month (20 working days') paid sabbatical after the 4-year anniversary
- 15 paid company holidays, plus a ~5-day mid-year break and a ~5-day end-of-year break
- Employee Assistance Program
- Budget for professional and personal development (webinars, online courses, books, and more)
Company HQ
Pacific Heights, San Francisco, CA
Leadership
Vineet Singal
(CEO & Co-Founder)An instructor at Stanford University Medical Center who subsequently moved onto the Stanford board of trustees, and then the Stanford medicine community council.
Cecilia Corral
(Chief Strategy Officer & Co-Founder)Worked on engineering diversity programs at Stanford School of Engineering, and then moved on to assist with the grand challenge scholars program at the University of Texas.
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