Customer Support Services Specialist

Company Description

Privia Health™ is a national physician platform transforming the healthcare delivery experience. We provide tailored solutions for physicians and providers, creating value and securing their future. Through high-performance physician groups, accountable care organizations, and population health management programs, Privia works in partnership with health plans, health systems, and employers to better align reimbursements to quality and outcomes.

Job Description

The Technical Support Analyst role provides technical support and assistance to healthcare providers and employees across various locations. This role involves handling hardware and software issues, resolving complex problems, and ensuring smooth operations of daily workflow for care center and corporate employees. This fully remote position requires adaptability, strong problem-solving skills, and the ability to handle a high volume of requests while maintaining quality support.

Primary Job Duties:

• 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

• 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: 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: 2+ years of work-related experience. Experience in healthcare is preferred.

• Remote Work Experience: Experience working in a remote workforce culture is preferred.

• 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.

• HIPAA Compliance: Understanding and ability to comply with all HIPAA rules and regulations.

Interpersonal Skills & Attributes:

• Skilled in establishing and maintaining effective working relationships with providers, management, clients and staff, in order to get buy-in to decisions

• Expresses ideas clearly and effectively, motivates the listener to action

• Responds calmly and maturely in high pressure situations

• Uses a customer-focused approach in dealing with conflict and resolution of problems

Colorado, New York, New Jersey, California and Washington Residents Only: The salary range for this role is $34,850.00-$41,000.00 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):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.