Senior Bilingual Customer Experience Specialist, AlayaCare
+ Equity
More information about location
2+ days a week in office
Cloud-based home health care software
Open for applications
Cloud-based home health care software
501-1000 employees
Open for applications
+ Equity
More information about location
2+ days a week in office
501-1000 employees
Company mission
To empower care providers to achieve better health outcomes by delivering transformative technology and data insights to focus on what really matters.
Role
Who you are
- If you’re interested in helping us empower our customers to deliver care in the home using our technology, this job is for you
- A Bachelor's Degree in Business (Accounting, Finance), Health Informatics, Science, Engineering, or similar
- 6+ years of experience in accounting, revenue management, payroll, or customer support/success
- A minimum of 2 years of experience in technical support or technical client services
- Knowledge and working experience with the following applications: Microsoft Office, Zendesk, JIRA, Slack, Video Conferencing Platforms (e.g. Zoom)
- Exceptional problem solving and creative thinking skills
- Outstanding written and oral communication skills
- Ability to empathize with customers and coworkers
- Curiousity and creativity
- Desire to work with customers and ability to deal with critical situations
- Desire to work in a fast-paced environment
- A CPA, CGMA, CFA is considered a strong asset
- Experience supporting SaaS applications strongly preferred
- Healthcare experience is considered an asset
- Bilingual French/English is considered an asset
What the job involves
- As a Senior Bilingual Customer Experience Specialist within the revenue cycle management division, you will have the opportunity to make a positive impact with our customers pertaining to revenue management
- Revenue Cycle Management is an essential organizational workflow that has high impact for our clients’ operations
- You will support this workflow using your knowledge of revenue cycle management principles, drivers of success impacts and technical investigate skills to the benefit of our clients and their stakeholders
- This multi-faceted role allows you to: improve your customer facing skills by interacting directly with our customers and partners, work with a high-performing team to solve complex problems, develop your own style for delivering outstanding customer service and demonstrate your revenue cycle management acumen
- Manage a support POD based on your specialization and support your team on customer escalations and guide your team on best practices (e.g. next issue avoidance, decreasing average resolution time, impacting customer satisfaction, providing other customer guidance on available offerings and tools)
- Learn the revenue cycle management lifecycle within AlayaCare’s cloud application and leverage it to solve customer issues
- Use your knowledge of revenue cycle management to flag urgent blockers for customers and act as a SME for the department
- Manage a queue of requests through Zendesk, including troubleshooting and solving complex customer requests, and presenting action plans and recommendations to users to resolve their issues
- Provide guidance to customers on configuration and process questions
- Monitoring enterprise customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the enterprise organization to resolve ongoing issues
- Liaising with the Customer Success, Product, QA, and Engineering Team throughout the support process
- Support your team on customer escalations and guide your team on best practices (e.g. next issue avoidance, decreasing average resolution time, impacting customer satisfaction, providing other customer guidance on available offerings and tools)
- Contribute to the development of best practices, methodologies and other intellectual capital aimed at improving the customer experience for our customers
- Provide inputs that will be used to inform the product development and improvement priorities
- Be a part of the on-call support rotation for after hours
Our take
The home healthcare market is growing due to the ageing population, a global shortage of care workers and a shift to value-based reimbursement. AlayaCare's end-to-end software platform for care providers allows staff to manage the entire client lifecycle, from referrals and intake to billing and payroll. It helps back-office processes run more efficiently, allowing staff to focus on outcomes instead of paperwork.
AlayaCare's platform aims to deliver better patient outcomes and lower costs for providers,, with client intake times and resubmissions reduced by 2/3rds and over 10 hours monthly saved for accounting teams. This performance has grown AlayaCare a large client base of more than 700 home care and assistance firms including Nurse Next Door, Home Instead and Bayada Hom e Health Care.
The company has been hit by the general downturn in the tech sector in 2022, and along with a wave of layoffs has slowed down its M&A expansion strategy and shuttered some of its offices. These moves should allow it to weather the difficult economic conditions, and with a more sustainable business model it aims to be revenue positive by the end of 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Feb 2024
$2.3m
GROWTH EQUITY VC
Jun 2021
$156.3m
SERIES D
Total funding: $250.1m
Company benefits
- Open and Transparent Culture
- Health and Wellness Activities
- Health Benefits Package
- Flexible Vacation Policy
- Around the clock healthy snacks
- Happy Hours and Team Outings
- Employee Growth & Development
- Prime Office Locations
Company HQ
Le Plateau-Mont-Royal, Montreal, QC
Articles
Leadership
Adrian Schauer
(CEO)Serial technology entrepreneur having built two successful mobile software companies, and active Angel Investor. Sits on the boards of several companies including Chipcare, TrackTik and Resolver. Co-founder of the charitable organization Madiro Fund.
Brady Murphy
(CRO)Accomplished startup professional having been directly involved in two successful exits; CEO of Vortex Mobile acquired by Transcontinental in 2010, and founding partner and advisor to Vortex Connect, acquired by RedPrairie Software in 2012.
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