Client Care Specialist

ProviderTrust Summary

ProviderTrust was founded in 2010 with a mission to create safer healthcare for everyone through OIG and state Medicaid exclusion monitoring. Today, the organization has developed the industry’s most accurate dataset for ongoing exclusion monitoring and primary source verification, serving the nation’s top health systems, payers, and pharmacy organizations. Our solutions monitor employees, vendors, provider networks, licenses, credentials, and more for OIG and state Medicaid exclusions, sanctions or disciplinary actions, license expirations, or suspensions. With 100+ team members, our Nashville-based company has consistently been recognized as one of the Best Places to Work by Modern Healthcare, Inc. Magazine, and the Nashville Business Journal. To learn more, visit [providertrust.com].

Opportunity

We take immense pride in cultivating a robust and person-first culture, seeking ways to be intentionally uncommon.  We are seeking an ambitious, customer-obsessed Client Care Specialist to join our team. When our clients need product support, we’ve got their back. The Client Care team is responsible for meeting and exceeding client expectations by providing world-class customer service while demonstrating empathy and commitment to solving client issues.  When fire drills occur, it is crucial to demonstrate resourcefulness and a strong sense of urgency to ensure our clients know their satisfaction, which is our #1 goal.

Your Strengths

• A spirit of positivity! We are cultivating a team of people who see problems as opportunities
• Alignment to the ProviderTrust vision and culture
• A collaborative and coachable team-player
• An appreciation and understanding of the healthcare space
• Customer-centric, motivated by delighting customers through every exchange
• Ability to cultivate meaningful relationships both inside and outside the company
• Possess creative problem-solving skills with good gut instincts
• Effective and polished communication – both written and verbal
• Strong listening skills bent towards empathy and thoughtfulness
• The ability to convey technical information in a simple way
• Highly organized and detailed
• Tech-savvy and fluent in modern software and hardware (We use Google Suite, Macbooks, ZenDesk, Salesforce, etc.)
• 2+ years experience in customer support, software support, or other SaaS tech experience

Daily Responsibilities

• Serve as a product expert in ProviderTrust’s growing suite of products and services
• Lead support calls, answering customer requests with urgency, accuracy, and confidence
• Daily management of the PT support queue, handling inbound and outbound client issues in real-time, knowing when to escalate high-priority issues appropriately
• Effectively and professionally interact with customers of all technical skill levels to define, research, and resolve issues quickly
• Craft and maintain support documents and user training guides
• Train new and existing customers on how to use the PT products and features
• Maintain updated client contact records, utilizing Salesforce
• Learn workflow patterns and identify best practices within the various ProviderTrust market segments, helping to drive product use and value as a product consultant
• Take responsibility for important organizational metrics such as churn rates, client satisfaction, and product engagement scores
• Advocate for customer needs cross-departmentally as a Voice-of-the-Customer
• Be thoughtfully dedicated to the continuous improvement of PT products and client experiences, always putting client needs first and being responsible for self/work with a can-do attitude

At ProviderTrust, we recognize that experience is built in a number of ways. If you have relevant skills that are not reflected in your resume or your experience doesn’t match our exact requirements, we welcome your candidacy and encourage you to share more. We champion building a team that embodies empathy, equity, respect, and inclusivity while actively supporting our community, clients, partners, and friends. We value differences of opinion and embrace unique perspectives. We desire an environment that allows all team members to bring their whole selves to work unashamedly. We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time. ProviderTrust is an equal opportunity employer.

To be great at ProviderTrust, we find our team members have these things in common:

• Gain energy from working in a fast-paced, creative environment
• Decision-making that employs a blend of data-driven insights and intuition
• Ability to multitask and handle multiple projects concurrently
• Resilience and positivity, able to address setbacks and bounce back quickly
• Resourcefulness, discovering creative ways to get things done
• Joy in making an immediate and positive impact
• Diverse interests that are welcomed and extend beyond our organization

Things That Make Us A Great Place To Work

• Hybrid schedule: 3 days in office
• Competitive base salary and incentive package with 401k matching, HSA employer contribution, and company-paid life and disability insurance
• Medical, dental, and vision benefits: PT pays 80% of your premiums. We also offer access to a range of free mental health and well-being resources.
• Unlimited PTO, 11 paid holidays, and a flexible work schedule 
• Internal professional growth, development, and mobility
• Daily all-company morning huddles to sync up across the business
• In-office experience: fully stocked kitchen, ergonomic desk setup, dog-friendly, and many celebrations!
• Remote experience: home office set-up with technology provided, remote-friendly meetings and celebrations, and interest-specific Slack channels for connecting across teams 
• Fitness stipend, wellness program, and cell phone reimbursement
• Voted one of the Best Places to Work by the Nashville Business Journal (2015 – 2019)
• Inc. 5000 list of the fastest-growing private firms in the U.S. (2016-2020)