Customer Enablement Specialist

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. From MRIs to tests for TBIs, our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

The Enablement Specialist is a crucial member of Scan.com’s Operations team, assisting the Enablement Manager in creating, organizing, and maintaining the tools and resources needed to enable efficient and effective customer service across all of the Operations roles. In this role, you will focus on assisting the Enablement Manager in creating onboarding and training content for all of the Operations roles, knowledge base management, continued training content creation and internal communication systems. This individual will ensure that the Customer Operations team is equipped with the latest information, best practices, and training to manage end-to-end processes efficiently.

The Enablement Specialist will work closely with key stakeholders across scheduling, operations, medical records, legal/billing team, as well as the Interoperability team. The role involves managing the knowledge base and leading the fulfillment process for end to end requests from attorneys, patients and our providers.

WHAT YOU WILL BE GETTING INVOLVED IN:

• Knowledge Base Development & Maintenance:
• Regularly audit knowledge base content, conducting quarterly cross-functional audits to verify information accuracy and relevance
• Collaborate with cross-functional teams (scheduling, medical, interops) to gather and synthesize updates, ensuring the knowledge base reflects the latest processes, protocols, and resources
• Creating resources for each role based on feedback from the team and direction from the Enablement Manager
• Training and Enablement: Processes and Technology
• Design and develop training programs and materials for onboarding new team members and continuous education for existing staff
• Leverage and understand current tool set (Front, DialPad, Scan Product) to enhance customer experience and agent productivity 
• Coordinate and lead training sessions, both in-person and virtual, ensuring that team members are fully equipped to handle their roles and deliver best-in-class service
• Work with department leaders to identify training needs and gaps in skills or knowledge, then develop solutions to address these gaps
• Plan and facilitate regular workshops and training events to reinforce knowledge and share best practices across teams
• Internal Communications:
• Produce and distribute a weekly internal newsletter that keeps the Customer Experience team informed of new updates, processes, and important company announcements
• Ensure the newsletter content is clear, concise, and relevant, and work closely with team leaders to collect updates and requests
• Act as the main point of contact for gathering input and feedback from the customer operations organization to share in the newsletter and other communication channels
• Meeting Coordination & Facilitation: 
• Capture key action items and decisions during enablement meetings and ensure they are communicated to all relevant stakeholders
• Cross-Functional Collaboration:
• Serve as a liaison between the customer operations team and other departments (e.g., scheduling, medical, and interops) to ensure smooth process flows and information sharing
• Assist in process improvement initiatives by collecting feedback from team members and coordinating cross-functional feedback loops to optimize customer operations
• Ensure that a continuous improvement and customer perspective is integrated into enablement projects and initiatives, particularly in areas of training and resource development
• Customer Reference Request Management:
• Manage the process and fulfillment of customer reference requests across all products, ensuring timely and accurate delivery of references for both internal and external stakeholders
  

WHAT YOU MIGHT BRING TO THE TABLE:

• Bachelor’s degree in Business Administration, Operations, Communication, or