Client Support Representative - Full Time - Hybrid - Machesney Park

Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments, to checking in, to clinical documentation, and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

Experity offers the following:

• Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
• Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
• Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building – We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
• Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Hybrid: Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Job Type: Full time

Compensation: Starting between $17-19 hourly dependent on years of experience. 

Shift:  Tuesday - Friday 9a - 5:30p, Saturday 7a - 3:30p 

Responsibilities:

• Answer inbound Support calls/emails, and make outbound follow-up calls/emails
• Manage client requests and assigned projects to successful completion
• Assist client/clinical staff/peers with application training and proper use
• Properly identify and investigate application issues, research answers to guide client through corrective steps, following escalation processes diligently to support service level agreements
• Build trusted and reputable working relationships with clients and internal teams
• Drive improved client satisfaction scores 
• Maintain individual and team quality metrics
• Utilize CRM for documentation, client communication, and ticket resolution and tracking
• Escalate issues of increased priority to Client Solutions Specialist and management per procedure and SLAs
• Utilize approved monitoring tools/resources to analyze technical issues
• Encourage workflow improvements and Experity product features to clients 
• Adhere to all company and team-specific processes and procedures
• Ability to work into a rotating shift for nights/weekends/Holidays
• Other duties as assigned

Qualifications:

• Proven ability to communicate well in English both verbally and written
• Excellent organization and time management
• Outstanding customer service and interpersonal skills
• Ability to prioritize multiple tasks, work effectively under stress, meet deadlines, and take direction
• Proficient in Windows based applications, and MS Office software products

Education and Experience:

• High school diploma or equivalent 
• Two years of customer service experience

 Preferred: 

• Software/help desk experience is preferred
• Previous EHR experience preferred

Every team member exhibits our core values: 

• Team First 
• Lift Others Up 
• Share Openly 
• Set and Crush Goals