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Customer Support Specialist

CQuence Health Group Omaha, NE

Job Description

Position Summary

At Ensocare, a CQuence Health Group partner company, you can make a significant contribution to our business and have a direct and positive impact on healthcare. The Customer Support Specialist ensures the accurate and timely resolution of service requests that come into our client support center. This position has a direct impact on our delivery of world-class customer service and on our ability to successfully implement software inside client/provider organizations. This role has a direct impact on our Key Results of Growth, Profit, Customer Service, Accountability and Employee Development. The Customer Support Specialist position is an entry-level role intended to enable learning, striving and thriving to achieve long-term career growth.

Ensocare, a CQuence Health Group Company

Voted best place to work in Modern Healthcare for five consecutive years, we understand that true success comes from combining an astute business strategy with a culture of quality, trust and respect. Our work environment is casual and flexible, but we’re serious about valuing open feedback and recognizing individuals and teams for a job well done. Employees thrive thanks to a robust wellness program, with an on-site gym and fitness classes, plus frequent learning and development sessions. We partner closely with our clients and our communities, and together we’re building an award-winning company where great things happen every day!

Primary Duties and Responsibilities

  • Serve as liaison between customers, management and/or development personnel for escalations and troubleshooting.
  • Listen and interpret customer needs to ensure an understanding to effectively resolve issues.
  • Troubleshoot and investigate issues, including re-creation of issues, as well as providing details and examples to development for further investigation when necessary.
  • Including at times, new product testing, in parallel with the Product Development team
  • Participate in defining effectiveness of processes through proactive identified opportunities for improvement.
  • Establish communication with post-acute providers in an effort to:
    • Encourage participation in the Ensocare network by explaining the benefits of program participation; for both new and existing providers
    • Encourage customers to utilize Ensocare’s Online solution through explanation of the benefits of electronic participation as well as demonstrating ease of use;
    • Uphold Database integrity through validation/verification exercises.
    • Use upsell techniques to educate providers on the features and benefits of an enhanced online profile. 
  • Provide system training for both providers and hospital users.
  • Keep accurate documentation of progress on assigned projects and on identified issues with software, customers and providers.
  • Interact professionally with customers and colleagues, via phone, email, or in person.
  • Successfully engage in multiple initiatives simultaneously.
  • Monitor system software processes and provide necessary intervention in a timely manner.

Knowledge, Skills and Attributes

  • Excellent computer and technical skills (Excel, Word, Outlook) with the ability to learn new software quickly.
  • Excellent written and verbal interpersonal communication skills.
  • Motivated self-starter with ability to work independently.
  • Ability to problem solve, prioritize and multi-task.
  • Ability to interact comfortably and competently over the telephone.
  • Ability to listen attentively and be patient with difficult calls.
  • A proactive team player who is cooperative, professional, and dependable.
  • Ability to adhere to deadlines and remain productive in a high volume environment.
  • Willingness to work evenings and weekends and some holidays (on-call).

Education and Experience

  • 1 to 3 years customer service experience in an office environment.
  • Healthcare industry experience preferred.
  • Some college preferred.

All employees must remain drug free, abide by the Drug Free Workplace Policy, and are required to adhere to hospital credentialing requirements.  This includes, but is not limited to annual immunizations, drug screening, background checks, etc. as dictated by sited JCAHO policy.

EEO employer – Minority/Female/Veteran/Disability

Job Details

Date Posted October 2, 2017
Date Closes November 1, 2017
Located In Omaha, NE
Job Type Full-time Employee
Compensation Hourly Wage
Experience Level Entry Level (0-2 yrs. experience)
SOC Category 15-1151.00 Computer User Support Specialists
Zipcode 68137
Name Human Resources
Address 13808 F Street
City, State and Zip Omaha, NE 68137
Phone 402-334-5000
FAX 402-330-8261

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Flexible Spending Accounts
  • Profit Sharing
  • Accidental Death and Dismemberment
  • Business Travel Accident Insurance
  • Dental
  • Dependent Life Insurance
  • Employee Assistance Program (EAP)
  • Life Insurance
  • Long-Term Disability
  • Medical
  • Prescription Drug Plan
  • Short-Term Disability
  • Supplemental Insurance
  • Vision
  • Voluntary Life Insurance
  • Bereavement Pay
  • Casual Dress
  • Employee Referral Program
  • Fitness Classes
  • Free Parking
  • Holiday Party
  • Nursing Facilities
  • Paid Holidays
  • Paid Vacations
  • Wellness Program
  • Workout Facilities
At a Glance
Enjoy these benefits
  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Flexible Spending Accounts
  • Profit Sharing
  • Accidental Death and Dismemberment
  • And More ...