Client Support Consultant

SUMMARY:

Provides client-facing support across all ABOUT products, including ancillary offerings and services. Serves as primary backup support to the Implementation Services Team, comprised of Implementation Consultants and Technical Integration Consultants. Ensures unparalleled experience is delivered to each and every customer, with a strong focus on effective and timely communication (written / verbal) with internal stakeholders (such as Technology colleagues) to appropriately address and remediate all client support needs.

The Client Support Consultant plays a critical role in proactive investigation and resolution of a wide variety of client needs.

This role is based in our St. Paul MN office and requires an in-office presence 3-4 days a week.

ESSENTIAL FUNCTIONS:

This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

• Establish positive client relationships through efficient customer service assistance; serve as a client liaison on frontline administrative and technical matters
• Interact with a variety of clients to identify needs, answer inquiries, handle issues, and resolve client needs promptly and efficiently.
• Serve as a consultant in servicing ABOUT's products/technologies.
• Build relationships with clients over the phone and via email through leveraging a breadth of ABOUT knowledge in order to provide solutions to issues.
• Help build clients' understanding of our products' value, exceeding clients' expectations in all of interactions, by providing recommendations to Client Services leadership around potential best practices and training on ABOUT offerings based on client input and/or experience.
• Effectively working with staff at all levels of a client organization and teaching end-users how to self-triage or address commonly asked questions.
• Provide basic level technology and computer troubleshooting and support via phone, email and video chat.
• Manage support requests using a web-based ticketing system; provide technical support and incident management details within ABOUT's service desk tools.
• Thoroughly documents troubleshooting efforts and solutions in customer tickets and updates our Knowledge Base as needed.
• Share responsibility with the rest of the Support Team for covering after-hours support on a scheduled basis.
• Addition duties and responsibilities as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Need to Have:

• Familiarity with healthcare terminology, clinical processes, and workflows.
• Strong understanding of computer systems, software, and databases.
• Strong understanding of HL7 interfaces.
• Ability to identify and resolve technical and operational software issues.
• High School Diploma or equivalent
• 5+ years providing client support for technology offerings, or equivalent education experience required

Nice to Have:

• Associate's or Bachelor's Degree preferred
• Client support experience in the healthcare industry

Required Knowledge and Skills

Required Knowledge:

• Basic understanding of HL7 interfacing.
• Basic understanding of HIPAA as it relates to the technical aspect of privacy.
• Understanding of database applications and concepts, specifically Oracle and Microsoft SQL Server.
• Expert at workstation environments, including working knowledge of various operating systems and various browser applications.
• Correct business English, including spelling, grammar and punctuation.
• Medical Terminology knowledge.

Required Skills:

• Excellent troubleshooting skills to identify issue root causes across people, process and technology.
• Self-starter attitude with a learning mentality.
• Excellent verbal and written communication skills with internal (colleagues) and external (client) audiences.
• History of delivering client communications in a positive, supportive, timely and constructive manner.
• Ability to thrive in a fast-paced, changing environment.
• Excellent analytical and time management skills; ability to prioritize and triage the most critical issues first.
• Comfortable working in a results-focused environment while demonstrating high ethical standards.
• Ability to learn and apply basic concepts in new situations.
• Initiative to seek out answers, solutions, and positive outcomes for both the client and ABOUT
• Ability to work in a team environment as well as independently.
• Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
• Establishing and maintaining effective working relationships with a variety of individuals

Career Path Levels

Client Support Specialist

• Facilitates less complex or sensitive client support needs
• Triages frontline tickets and inquiries; escalates to colleagues as needed
• Primarily takes day to day direction from colleagues
• Less then five years of experience

Senior Client Support Specialist

• Facilitates increasingly complex or sensitive client support needs
• Triages frontline tickets and inquiries; escalates to colleagues as needed
• 3-5 years experience

Client Support Consultant (described within)

• Resolves more complex/sensitive client support needs
• Liaises with other ABOUT teams, such as Technology, to resolve escalated issues after troubleshooting
• Ensures Client Support Leadership is aware of escalated or high-priority issues
• May provide some support on preparing reports of frequent issues to identify self-service improvement opportunities
• 5+ years of experience

Client Support Lead

• Leads the support of our most complex and escalated client support needs
• Requires limited to no assistance on escalations, involving key internal resources for resolution and communicates effectively to client leadership
• 8+ years of experience

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility to work in an office setting, use standard office equipment and stamina to sit for extended periods of time; strength to lift and carry up to 10 pounds; vision to read printed materials and computer screens; and hearing and speech to communicate in person or over the telephone.

Travel as needed to support company and customer initiatives. Work on Site in our St Paul office may be required and ABOUT reserves the right to change the location of the role at any time.

This role may involve work on federal government contracts that require additional federal background investigations, training, and federal badging. As such, you will may required to submit personal information to the government and be fingerprinted and photographed at your local Department of Veteran Affairs Medical Center.

ABOUT is also an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

ABOUT offers a flexible, purpose-built solution that empowers hospitals and health systems to operate as one connected network of care. We enable easy access for clinicians to move patients into and out of the acute care setting - getting them to the next, best care setting faster and easier. Complemented by our clinical experts and best practices, we provide health systems the necessary controls and insights to grow with resilience, drive clinician effectiveness, and improve patient outcomes.