Clinical Operations Specialist

Healthie • ,

7d • $93,000 - $102,500 • Remote

About The Position

Healthie is seeking a Clinical Operations Specialist to join their team and deliver a best-in-class product for innovative healthcare delivery. This is a critical role focused on serving customers who utilize the company's most important clinical solutions. The ideal candidate will excel at a wide range of operational functions, including answering customer questions, troubleshooting complex issues, and writing process documentation. Healthie emphasizes a customer-centric approach, providing support and empowering employees to do what's right for customers without excessive bureaucracy. The role is ideal for someone motivated by healthcare technology, who believes in great customer experience, and is eager to contribute to the success of customers delivering care nationwide.

Requirements

• 5-8 years of hands-on implementation and customer support experience.
• Experience working at a software-as-a-service (SaaS) company.
• Full-spectrum generalist with a strong foundational understanding of single sign-on and 2FA, billing and invoicing, modern browsers and mobile operating systems, help desk portals, email deliverability, and reading log files.
• More technical than most customer-facing professionals.
• Excellent collaboration and communication skills with both technical and non-technical teammates, vendors, and customers.
• Detail-oriented, organized, and adept at context-switching.
• Ability to track product updates, follow up on outstanding items, and proactively communicate status changes.
• Willingness to work independently in a team with less structure.
• Proactive in identifying and advocating for improvements to processes and workflows.
• Excellent writing skills, with the ability to break down complex subjects into clear and simple language.
• Strong problem-solving skills and the ability to figure things out independently using available resources.
• Familiarity with tools such as Help Scout, Stripe, Sendgrid, Slack, Zoom, GSuite, Mixpanel, and Basecamp.
• Fluent English speaker and writer.
• U.S. work authorization required.

Nice To Haves

• Experience working at a healthcare technology company.

Responsibilities

• Manage implementation processes, onboarding tasks, and ongoing support for customers integrating with clinical technology partners (E-Rx, E-labs, ClaimMD, insurance billing, lab ordering).
• Troubleshoot errors with prescriptions or lab results, and handle identity verification and customization options related to Healthie's clinical integrations.
• Serve as first-line technical support for customers using clinical integrations, responding quickly and accurately.
• Lead calls with customers and/or vendors to identify, escalate, and solve problems.
• Conduct Zoom sessions for screen sharing to troubleshoot technical or onboarding issues.
• Collaborate with the ClinOps Program Manager to write new processes, policies, and documentation for internal teams and customers regarding clinical integrations.
• Build cross-functional relationships with Product, Engineering, Customer Success, and Marketing to provide product feedback and customer insights.
• Advocate internally for product and customer experience improvements based on observed patterns in customer feedback.

Benefits

• Full-time, remote position.
• Salary range: $93,000 - $102,500.
• Support coverage on all holidays, with the ability to take equivalent time off.
• Opportunities for growth and skill development.
• Commitment to equal employment opportunity, diversity, and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed