Customer Solutions Specialist

Summary

Join Envera Health as a Customer Solutions Specialist and play a key role in supporting the daily needs of our valued clients. You will work closely with client partners, Customer Solutions Managers, and the Operations team to ensure efficient and timely responses to client needs. As a member of the Operations Team, you will contribute to a world-class customer service environment and foster collaboration across Envera departments. Key responsibilities include acting as a brand ambassador, directly supporting clients, proactively maximizing client value, and developing and maintaining client relationships. You will also be responsible for resolving issues, improving processes, utilizing communication tools, and contributing to client reporting and analysis. Finally, you will partner with the Implementation team to onboard new clients.

Requirements

• Bachelor’s degree with 2-3 years of relevant healthcare work experience
• Comfortable interacting with all levels of internal staff and management, as well as client partners
• Ability to thrive in a fast-paced environment, managing and prioritizing multiple tasks simultaneously
• Team-oriented, results-driven, proactive, and capable of working independently
• Adaptable to changes in a dynamic work and market environment
• Strong communication and interpersonal skills
• Able to meet deadlines and communicate progress; be flexible to adapt if plans change
• Transparent and honest communication in a professional and courteous manner
• Empathetic communicator with a consultative approach, able to understand and consider other perspectives
• Strong conflict resolution skills
• Capable of working both independently and as part of an extended, cross-functional team
• Proactive in solving problems and managing issues, as needed

Responsibilities

• Be a brand ambassador representing Envera's values with all internal and external stakeholders
• Work directly with assigned clients to facilitate receiving, tracking, and working with operations and others to ensure client needs are met in a timely and efficient manner
• Evaluate and advance ways to proactively maximize the value client partners are receiving from Envera's service
• Develop and maintain a routine meeting cadence with all assigned clients and key operations leadership facilitating performance updates
• Ensure timely resolution of issues raised meeting department standards and required follow-up needed to bring issues to closure
• Work with Operations and Customer Solutions Leadership to develop and revise processes and guidelines to ensure streamlined workflows that meet or exceed outlined expectations; document all work and revisions using Visio, PowerPoint, salesforce, and other project management tools to be successful
• Ensure operations and client management teams participate in efforts and approve workflow changes
• Utilize HubSpot and other communication tools to document, report, and escalate all client opportunities
• Participate in the development of client dashboards and client reports, identifying trends and information to improve the value provided to client partners
• Provide feedback and information to operations and Customer Solutions teammates when a client is not satisfied with service
• Partner with the Implementation team to transition newly onboarded clients into a routine management cadence

Preferred Qualifications

Experience working in a healthcare call center