Posted: Thursday, August 31, 2017 11:48 AM
Who We Are:Would you like to join a company whose mission is to save lives? Practice Fusion is a leader in the electronic health record space with 112,000 active practices and over 80 million patients served by doctors using our free platform. Join the team who is growing year over year in users and revenue while consistently aligning our efforts to our mission: to connect doctors, patients and data to drive better health and save lives.Position Description: Practice Fusion is looking for a driven, customer-focused expert to join our Technical Support team in San Francisco. Everyday, thousands of medical practices using our EHR platform result in saving patient lives and lowering the cost of healthcare for everyone. This role will respond to incoming calls, chats and emails from our everyday users - doctors. The right candidate has a solid customer service background, highly developed troubleshooting skills and a passion for learning new technology. This is your opportunity to be right in the middle of an amazing mission to connect doctors, patients and data to drive better health and save lives.What You Will Accomplish:Provide Phenomenal Support to our Partners (eRx, Billing, Labs and Imaging) and EHR customersDocument, respond to and manage all escalated technical cases from our partners and EHR customers via SalesforceProcess all Customer and Partner integration requests and approvalsMaintain high levels of customer satisfaction by providing timely and accurate responsesEducate customers on the functionality and use of Practice Fusion EHRIdentify trends related to customer and partner inquiries. Provide regular feedback to management as neededWork with the Service team to provide cohesive and thorough documentation of escalated issues, while ensuring a smooth escalation experience for customers.Act as primary internal escalation point for issues that fall outside of the normal scope of the Service teamTroubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately.Develop and refine customer success best practices and proceduresWhat You Bring to the Team:Excellent troubleshooting and problem solving skillsExceptional verbal communication skills with friendly, patient and professional phone demeanorExceptional written communication skills with the ability to quickly compose clear and concise answersStrong organization skills and high attention to detailMotivated, self-starter with an excellent work ethicDependable with the ability to multitask and work in a fast-paced startup environment Individual performer and team player with a vested interest in continuous self-improvementCharacteristics of Success:Passionate about Practice Fusions mission and driven by the success of the customerConsistent top performer in current role high with customer focus and satisfactionSupportive team player willing to go the extra mileSalesforce CRM experienceHealthcare sector experienceFamiliarly with HL7 file specificationWhy Practice Fusion:Besides competitive salary and health benefits, equity in a late-stage start-up backed by top VCs, and the perks of a start-up (dog-friendly, open space, yoga, happy hours and team events), we offer a chance to be part of an amazing mission to save lives. Learn more about our efforts on Practice Fusion's Blog.Note for Unsolicited Resumes Practice Fusion will not pay a fee to any employment agency or third party for the referral of candidates unless the agency or third party has signed a formal agreement by an authorized member of our People Operations team. Unsolicited resumes from employment agencies or third parties of any kind will become the property of Practice Fusion and will be considered gratuitous, no-fee referrals.
• Location: San Francisco
• Post ID: 80731937 sf