Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities.
Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients? entire care journey, but it?s through our people that we truly make a difference.
? **PREFERENCE WILL BE GIVEN TO CANDIDATES IN THE STATE OF FLORIDA, AS WELL AS IN OR NEAR SALT LAKE CITY, UTAH AND PHOENIX, ARIZONA***
Essential Duties and Responsibilities
The Client Support Specialist ? CRM responds to all customer support questions, concerns, and feedback across all channels (phone, chat, ticketing, email) within service-level agreement, maintaining the highest possible first-contact resolution and customer satisfaction rates. Maintains knowledge base of current system capabilities, integrations, and troubleshooting techniques by initiating research through available resources. Be the voice-of-the-customer across Kipu, leveraging your insight and knowledge of the customer experience to bring positive change. This looks like respectfully and directly voicing yours and customer?s ideas in team meetings, brainstorms, cross-departmental planning and utilizing internal feedback loops to make customer experience improvements known to the organization. Meet performance goals established for the position by optimizing customer satisfaction, phone, and ticket metrics.
Your Responsibilities
? Offer expert support and assistance to Kipu users via phone, email, and chat.
? Perform software optimization reviews and hold meetings with clients to help them get the most value out of our products
? Operates customer relationship management (CRM) software, word processing, and spreadsheet applications, in addition to the company?s own software applications.
? Troubleshoot and test technical product issues on the fly and follow internal processes to report defects appropriately while keeping clients informed of status in accordance with our SLA.
? Displays excellent communication skills including presentation and persuasion skills required in working with customers and coworkers, including the ability to communicate effectively and remain calm and courteous under pressure.
? Maintain confidentiality and adhere to customer agreements to protect company/facility relationships and Kipu Health?s reputation.
? Resolve issues efficiently and completely or escalate to the appropriate department/team member for assistance.
? Perform out-of-scope work in accordance with internal policies and follow appropriate process.
? Strong multitasking to effectively and efficiently navigate more than 5 systems to extract necessary information to resolve and avoid issues.
? Facilitate and/or complete system integrations for clients.
? Maintains internal knowledgebase and external help documents to ensure employees and customers have access to self-service learning and troubleshooting resources.
? Demonstrate knowledge of established workflows and support processes.
? Provides training to clients for new capabilities and refresher training on system capabilities.
? Stays current with healthcare industry trends and regulations to provide best practice education to customers and teammates.
? Completing all core KipuCRM education and passing associated assessments.
Your Qualifications
? High school diploma or general education degree (GED);
? 2+ years of relevant work experience in customer-facing roles supporting Electronic Medical Record (EMR) or Practice Management SaaS products.
? Experience with Zendesk, ServiceNow, or similar ticketing systems.
? You have a passion for helping people troubleshoot and solve problems.
? Have medical industry knowledge and understand medical terminology. It?s a big plus if you have experience in the area of substance abuse treatment.
? Strong work ethic, positive attitude, professional poise, and a self-starter.
? Job requires specialized computer skills. Must be adept at using various applications including database, spreadsheet, report writing, project management, graphics, word processing, presentation creation/editing, communicate by e-mail and use scheduling software.
? Upon employment, Kipu Health may require, at company?s expense, HIPAA or HITECH certifications to ensure adherence to regulations and proper processes for the protection of patient health information. This position does not require any other certificates, licenses, or registrations.
Benefits & Compensation
? Highly competitive salary based on your local market?s compensation data.
? Unlimited paid time off.
? 11 Paid Holidays.
? Health, Dental, Vision, Disability, and Life Insurance.
? Parental Leave.
? Pet Insurance.
? Employee Career Path Program.
? 401(K) with Company Match.
Kipu Promise
In an environment of rapid change, millions are struggling to cope. Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals.
We are an equal-opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, gender identity, or disability status.
