Senior Customer Support Services Specialist

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description

• Responding to high volume inquiries via email, phone, and other communication channels
• Technical Support: Provide hardware, software, and general systems support for end-users computers. Troubleshoot issues and provide timely resolutions to customers in a professional and customer-focused manner
• Assisting care center staff with technology systems such as athenaNet, Privia Connect, Salesforce, and other software
• Collaborating with cross-functional teams on projects, tasks, and cases
• Mentorship: Guide and mentor junior team members in customer call handling. Ensure the delivery of high-quality support and continuous development of skills among team members.
• Complex Issue Resolution: Research and resolve the most complex technical issues that previous support levels have been unable to fix. Utilize advanced troubleshooting techniques and problem-solving skills.
• Participating in the implementation of new care centers and providing technical assistance remotely
• Process Improvement: Identify opportunities to improve existing processes and procedures. Actively contribute to the development and implementation of new support methodologies. Identify and report common issues and trends to management
• Productivity and Quality: Monitor the team dashboard, respond to performance indicators, and assist the team manager in meeting call center productivity and quality standards. Consistently meet call center productivity and quality standards.
• Collaboration: Collaborate with cross-functional teams, such as network operations, software development, and infrastructure teams, to resolve escalated issues and ensure smooth daily operations.
• Documentation: Accurately document all customer interactions, technical solutions, and issue resolutions in the designated knowledge base or ticketing system.
• Training and Development: Stay up to date with the latest technology trends, industry best practices, and product knowledge. Continuously enhance personal expertise.

Qualifications

• Education: High school diploma is required. Associate's degree or equivalent work experience is preferred. 
• Work Experience: 3+ years of work-related experience. Experience in healthcare is preferred.
• Remote Work Experience: Experience working in a remote workforce culture is a plus.
• Technical Skills: Strong understanding of Google Apps, ConnectWise, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems. Familiarity with networking concepts is a plus.
• Customer Focus: Strong customer service and communication skills. Ability to interact professionally with customers to gather information and provide technical assistance.
• Adaptability: Ability to quickly adapt to changing processes, procedures, and technologies in a fast-paced environment.
• Problem-Solving: Excellent problem-solving skills, with the ability to research, analyze, and resolve complex technical issues.
• Productivity: Proven ability to maintain high levels of productivity while delivering quality support and meeting defined SLAs.
• Team Player: Collaborative mindset and willingness to work with cross-functional teams to resolve issues and contribute to the overall success of the organization.
• Documentation Skills: Strong documentation skills to accurately record customer interactions, technical solutions, and issue resolutions.
• Continuous Learning: Passion for learning and staying up to date with the latest technology trends and industry best practices.
• HIPAA Compliance: Understanding and ability to comply with all HIPAA rules and regulations.

Colorado, New York, New Jersey, California and Washington Residents Only: The salary range for this role is $42,780 to $46,000 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

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