HealthEdge: Technical Customer Service Associate- 11am-8pm
30 Corporate Drive
Burlington, MA 01803

Employee Testimonials

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Technical Customer Service Associate- 11am-8pm

Description

This shift is from 11AM until 8PM.  You are a driven achiever who loves personal and professional challenges. You thrive on solving complex problems and interacting with customers.  You understand the software industry and the challenges our customers are facing. You are calm under pressure and manage the details of multiple, time-sensitive projects with competing priorities, without breaking a sweat.

HealthEdge is an agile and innovative 21st century software company focused on providing next-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy.

 

Responsibilities:

This position plays a highly visible role on our broader Account Team, with a focus on delivering world class support directly to our customers. As a member of our team, you will project manage complex and business critical issues.  To our customers, no level of service can improve upon encountering an issue with a product they invested in.  However, as part of the Support team, you will drive a cycle of continuous improvement by researching and analyzing root cause and showing accountability in driving the resolution. 

More specifically, you will:

  • Provide a concierge level of customer support for 2-3 HealthEdge customers
  • Develop a comprehensive understanding of our products and services to efficiently triage, manage and resolve your customers’ issues
  • Develop a deep knowledge of your customers, their business model, and their workflows to provide the best possible resolution that fits their needs
  • Perform initial review and triage of incoming needs from your customers, actively engaging with customers to determine business requirements and priority
  • Receive escalated issues from customers with confidence, competence and empathy
  • Drive execution and resolution of issues from initial receipt through confirmation of successful resolution and communication back to the customer
  • Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation and during resolution phase
  • Communicate consistently and proactively with customers to address their needs as well as anticipate potential concerns to ensure a great customer experience
  • Partner with Account Executives to support your customers’ needs
  • Ensure compliance with customer SLAs and service standards
  • Be time flexible to provide 24x7 on-call support on a rotational basis
  • Manage other responsibilities as assigned
  • Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

 

Requirements/Qualifications:

  • Bachelor’s Degree or equivalent experience demonstrating project management and customer service skills in a technical environment
  • 2+ years of relevant experience in a Healthcare IT setting
  • Strong drive to build deep expertise and leverage that expertise to research and resolve issues
  • Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technology environments
  • Zeal for exceeding client expectations by delivering exceptional service
  • Comfort communicating with a wide range of internal and client stakeholders through clear, concise verbal and written communication
  • Ability to convey difficult messages to customers, while simultaneously advocating on the customer’s behalf internally to resolve issues efficiently, and confidently. Confidence and tact to deliver difficult messages to clients as well as holding internal stakeholders accountable to a higher standard, and knowing when to do each
  • Experience working with cross-functional teams through resolution of high-priority, time-sensitive issues
  • Success triaging simultaneous issues under tight deadlines, without breaking a sweat
  • Healthcare industry experience a plus
  • Salesforce, ServiceNow, and JIRA experience a plus

 

Full-time

Why We Work Here

Lynne Hollinsworth
Manager, Configuration Center of Excellence

"Having spent many years leading Operations departments for various health plans, I joined HealthEdge because of the opportunity to use my background and expertise in an independent contributor role. I was impressed by the Company’s modern and practical approach to administering a core administration system. I am extremely glad to have shifted my career focus, and the employee focused culture, forward thinking, and spirit of teamwork are the qualities I enjoy most about working at HealthEdge."- Lynne, Manager, Configuration Center of Excellence

 
Dannette Coleman
EVP, Business Development

"HealthEdge is not just a software company, we are a solutions company, partnering with our customers to drive forward their business strategies using our products and services." - Dannette, EVP, Business Development

Simon Levin
Technical Director

"I work at HealthEdge because it always presents me with new challenges which require professional and personal growth, and such growth is always rewarded by HealthEdge with career advancements and job satisfaction." -Simon, Technical Director

Paul Forte
VP, Technology

“I have a passion for leveraging technology to help solve complex problems. I chose to join HealthEdge because the team’s passion to disrupt the healthcare industry by leveraging technology was apparent from the moment I walked in the door. Come join us as we work to transform this industry.” -Paul, VP, Technology

Sarah Clark
VP, Continuous Improvement

“I like working at HealthEdge because I am part of a team that knows how to collaborate, focus on value and continuously improve. I choose HealthEdge because our technology is changing the healthcare industry for the better.” -Sarah, VP, Continuous Improvement

Gail Caldera
Technical Writer

"I love working at HealthEdge because it is a forward-thinking company with a positive and open culture that supports the well-being of the people while providing innovative products that are invaluable. The culture promotes collaboration, teamwork and open communication. Everyone here counts, everyone is heard, and everyone supports eachother to grow and succeed." - Gail, Technical Writer

Paul Belschner
Director of Technical Operations

"I joined HealthEdge because during the interview process I was impressed with the strategy and direction that leadership was driving towards. I was particularly drawn to the passion and excitement in the way everyone here at HealthEdge spoke. As I toured the building everyone had a smile on their face and said hello! Now that I am here, I can see that the passion and excitement was genuine and leadership is truly driven in guiding the company towards its vision of being a leader in the HealthCare Information Technology marketplace." - Paul, Director of Technical Operations

Marvin Matthews
VP, Project Management and PMO

"I joined HealthEdge to be part of a growing organization that is on a trajectory in becoming the leader in the payer market. The HealthEdge mission and core values were contributing factors for me becoming member of the Professional Services leadership team. As the Leader of the Project Management Team and Project Management Office, I am charged with attaining, retaining, and enabling high performing associates to deliver our next generation solutions to customers in order to support achievement of their strategic business objectives. HealthEdge is vested not only in products and services but talented people, providing an atmosphere of collaboration, innovation, diversity, and fun. Come join my team and be part of this great journey." - Marvin, VP, Project Management and PMO

Kelly Donovan
Controller

"I am lucky to be on a team that consistently works together, has each other’s backs and enjoys each other’s company! We are able to provide flexibility to team members as needed without diminishing our quality of work." -Kelly, Controller

Dave Paquette
Director, Infrastructure Engineering

"I came to HealthEdge for an unmatched opportunity to further my career in IT with a growing business." -Dave, Director Infrastructure Engineering

Chris Bulkley
VP, Customer Support

"What stands out to me when I'm hiring is a customer-focused drive, a passion for problem solving and a desire to be part of something bigger than themselves." -Chris, VP of Customer Support

Sarang Muralidharan
VP, Solutions Management

“I joined HealthEdge for the opportunity to be part of a growing company that is transforming and modernizing how health plans deliver services to their customers. I am excited to be part of a highly skilled team and look forward to further developing our implementation services and enabling our clients to better compete in the market by taking advantage of the latest tools and features of our products.” -Sarang, VP, Solutions Management

Abe Gutierrez
Technical Account Associate

“HealthEdge's culture is one that makes you feel comfortable to ask questions, where everyone is willing to help” -Abe, Technical Account Associate

Harsh Chheda
DevOps Deployment Engineer

“I like working with HealthEdge as it offers me complete employee ownership of the work I am assigned along with radical transparency. Also the cross-functional atmosphere is helpful.” - Harsh, DevOps Deployment Engineer

Melissa Maulding
Senior Director, Business Consulting Services

"During my interviews, with HE, I experienced the phenomenon that had been described to me. I was excited by the energy of the team/family feeling I experienced. It was very evident that everyone was inspired and dedicated to both the future of the products but also to each other. As well, it was obvious that they were all truly devoted to client success. I knew I wanted to be part of that family and that I wanted to contribute to the overall future success" - Melissa, Senior Director of Business Consulting Services

Danyi Cai
Site Reliability Engineer

“I joined HealthEdge to be part of building a next-generation product in a collaborative environment where innovative ideas are encouraged. I was attracted greatly by the management team and its vision, ambition and approachability.” - Danyi, Site Reliability Engineer

Justin Karimi
VP, Technical Operations

“I joined HealthEdge for the opportunity to transform an industry and modernize how health plans deliver services to their customers. Through working with (and hiring) top talent, I am excited to develop better offerings and more interesting ways to enable business intelligence for our customers in a first-class delivery model.” - Justin, VP, Technical Operations

Sandhiya Krishnan
Agile Coach

“As an agile coach, I am glad to be part of a highly skilled team which is open to all the new methods and ideas to make them #1 in the healthcare software market.”- Sandhiya, Agile Coach