Specialist, Product Success

Wellvana•Nashville, TN

About The Position

The healthcare system isn’t designed for health. Wellvana is designed to change that by helping doctors deliver life-changing healthcare through elevated value-based care programs. They are revitalizing an antiquated system that rewards quantity of care not quality. Their approach covers care coordination, clinical documentation education, and marketing, tying healthy patient outcomes to shared savings for primary care providers, health systems, and payors. Providers in their network maintain independence, reduce administrative burdens, and increase patient interaction time. Patients receive an elevated experience with coordinated care. Wellvana has been recognized as "Best in Business" by Nashville Business Journal in 2024 and "Best Place to Work" in 2023. As a Specialist, Product Success, you will monitor and resolve Tier I support tickets, guide users through platform training, and ensure data accuracy in Salesforce and proprietary systems. You will collaborate with product subject matter experts and escalate complex issues. This role requires integrity, dependability, advocacy, and clarity in communication. It is a detail-driven, high-trust position handling sensitive information and serving as an entry point into the Product Success organization with opportunities for growth.

Requirements

Integrity: The right way is the only way.
Dependability: You do what you say you’re going to do.
Advocacy: You fight for the best possible outcome for providers and their patients.
Clarity: You make it all understandable.
High school diploma or equivalent, required.
1-3 years of help desk/Tier 1/IT or SaaS support experience (or equivalent).
Take initiative and be dependable.
Strong time management and organizational skills. Able to meet SLAs.
Experienced with various EMR systems.
Strong critical thinking skills.
Strong communication skills.
Problem-solver.

Nice To Haves

Associate degree or some college, preferred.
Healthcare environment experience preferred.
Preferred knowledge of proper ICD-10-CM, CPT, and HCPCS coding guidelines and principles.
Preferred knowledge of ACO industry, Medicare programs and medical terminology.

Responsibilities

Monitor Helpdesk queue for tickets and resolve users’ tickets in a timely manner.
Follow up with partners and users regarding their ticket status as needed.
Work with accuracy to ensure no breach of PHI and inform appropriate people of any urgent or high priority tickets.
Serve as tier 1 support on platform training for internal and external users.
Manage partner information within Salesforce CRM by manual data entry and/or import file creation with accuracy.
Escalate support tickets to experienced product SMEs as necessary.
User account provisioning and maintenance of accounts for products supported by Wellvana (e.g., Salesforce, Learn, Clarity Train, Clarity Prod, Clarity Test).
Run Learn user feed to import users into Learn.
Complete user audits of users listed in Salesforce and Clarity.
Create ICC for new Accounts.
Create structured responses for automated ticket responses.
Process STFP requests.
Create Test users.
Create and run report queries.
Run user reports.
Send the first responses to tickets that come to the helpdesk.