Welcome to blithequark
At blithequark, we are dedicated to revolutionizing the healthcare industry by providing innovative solutions that enhance the quality of life for physicians and patients alike. Our team is passionate about building world-class technology that creates an experience of delight and ease for clinicians, and our users love. As a leader in the development of SaaS cloud-based clinical platforms, we are committed to making a positive impact on primary care in the US.
We are now seeking highly skilled and motivated Customer Support Specialists to join our team in Canada. As a remote Customer Support Specialist, you will play a critical role in delivering expert, tech-enabled support to US clinicians and practice teams, leveraging our advanced EHR, Patient Passport, and AI-powered tools to resolve technical issues, advocate for clinician success, and help shape the future of primary care.
Job Overview
In this exciting and challenging role, you will work fully remotely from Canada, enjoying the flexibility and autonomy that comes with it. You will be responsible for providing top-notch support to our US-based clinicians and practice teams, utilizing your technical expertise and excellent communication skills to resolve complex issues and ensure seamless workflow. If you are a highly ambitious and driven individual who is passionate about delivering exceptional customer support and making a real difference in the lives of clinicians and patients, we encourage you to apply for this incredible opportunity.
Key Responsibilities
As a Customer Support Specialist at blithequark, your key responsibilities will include:
- Delivering clear, empathetic Tier 1 support via phone, email, and screenshare, reflecting Canada's reputation for courteous, solution-focused service.
- Utilizing AI-enhanced platforms to quickly triage, troubleshoot, and resolve technical issues, minimizing clinician downtime and ensuring seamless workflow.
- Owning workflow-impacting cases and escalating as needed, maintaining responsibility for outcomes and ensuring that clinicians receive the support they need to provide exceptional patient care.
- Managing your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality), ensuring impactful support and driving continuous improvement.
- Building trust-based relationships through clinician advocacy and high-impact support, fostering a culture of collaboration and driving positive outcomes for clinicians and patients.
Process Enhancement and Team Collaboration
In addition to providing exceptional customer support, you will also play a critical role in identifying areas for process improvement and collaborating with cross-functional teams to drive growth and innovation. Your responsibilities will include:
- Identifying and documenting recurring pain points and root causes across tickets, providing valuable insights that inform product development and process improvement initiatives.
- Collaborating with Product, Engineering, Revenue Cycle, and Customer Success teams, offering cross-border insights and expertise as a Canadian team member and driving continuous improvement.
- Sharing challenges and solutions to support operational growth, fostering a culture of collaboration and driving positive outcomes for clinicians and patients.
Continuous Learning and Urgent Response
At blithequark, we are committed to providing our team members with the training and support they need to succeed in their roles. As a Customer Support Specialist, you will participate in:
- Weekly urgent shift rotations and 2-3 weekend/holiday on-call shifts per year, ensuring that clinicians always have access to critical support and driving seamless workflow.
- Intensive onboarding and ongoing training focused on blithequark systems, care standards, and AI-enabled support, ensuring that you have the knowledge and skills you need to provide exceptional customer support.
- Ongoing education and training to stay current with EHR, RCM, and SaaS advancements, navigating clinical challenges effectively and driving continuous improvement.
Requirements
To be successful in this role, you will need:
- A Bachelor's degree or equivalent experience, demonstrating a strong foundation in customer support, technical troubleshooting, and critical thinking.
- Proven troubleshooting, multitasking, and critical thinking skills, thriving independently in fast-paced, remote settings and driving seamless workflow.
- Excellent communication skills, translating technical concepts into user-friendly advice and attuned to Canadian and US nuances, ensuring that clinicians receive the support they need to provide exceptional patient care.
- A self-starter mentality, focused on urgent issues affecting patient care and advocating for clinician outcomes, driving positive outcomes for clinicians and patients.
- An empathetic, adaptable, and results-driven approach, fostering a culture of collaboration and driving continuous improvement.
Preferred Qualifications
While not required, the following qualifications are preferred:
- 2+ years of experience in customer-facing technical support, SaaS, or healthcare technology, demonstrating a strong foundation in customer support and technical troubleshooting.
- Experience with Revenue Cycle Management, EHR workflows, SaaS platforms (Salesforce, Jira, Intercom, Slack, AI-enabled tools), ensuring that you have the knowledge and skills you need to provide exceptional customer support.
- Ability to leverage emerging AI technologies for improved support and documentation, driving continuous improvement and innovation.
- Background supporting remote or cross-border teams, experience in medical billing, clinical administration, or practice management, demonstrating a strong understanding of the healthcare industry and the needs of clinicians and patients.
Why Join blithequark?
At blithequark, we offer a unique and exciting opportunity to make a real difference in the lives of clinicians and patients. As a Customer Support Specialist, you will:
- Work 100% remotely, enjoying the flexibility and autonomy that comes with it and driving seamless workflow.
- Make a real impact on US primary care, joining a tenacious and inclusive team that is passionate about driving positive outcomes for clinicians and patients.
- Have the opportunity to drive meaningful change, leveraging your skills and expertise to shape the future of primary care and ensure that clinicians have the support they need to provide exceptional patient care.
What We Offer
In addition to a competitive salary of $50,000 CAD, we offer a comprehensive range of benefits, including:
- A dynamic and supportive work environment that fosters collaboration and innovation, driving continuous improvement and positive outcomes for clinicians and patients.
- Ongoing training and education to help you grow and develop in your role, ensuring that you have the knowledge and skills you need to provide exceptional customer support.
- A culture that values diversity, equity, and inclusion, recognizing the importance of different perspectives and experiences in driving innovation and positive outcomes.
- A commitment to equal opportunity for all employees and applicants, ensuring that everyone has the opportunity to succeed and thrive in their role.
Conclusion
If you are a highly motivated and driven individual who is passionate about delivering exceptional customer support and making a real difference in the lives of clinicians and patients, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will have the chance to work with a talented and dedicated team, drive meaningful change, and shape the future of primary care. Don't miss out on this incredible opportunity to join a dynamic and innovative company that is committed to making a positive impact on the healthcare industry. Apply now and take the first step towards a rewarding and challenging career with blithequark.
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