Administrative and Customer Support Specialist

Who: Healthe Connections, a respected national leader in providing health information exchange (HIE) services for 26 counties of NYS.

What: Hiring an experienced, customer-focused professional to provide advanced support and operational leadership through troubleshooting, workflow oversight, training support, special project execution, and more across Healthe Connections' technology services.

About the Job: In this role, you will use your experience and critical thinking skills to work closely with customers to understand their needs, provide guidance on our systems and services, manage important processes, and serve as a trusted resource.

This team supports one of the largest and most multi-faceted health information exchanges in the country and serves as a key resource for both customers and internal teams. Administrative and Customer Support Specialists have varied responsibilities. You will work closely with customers and team members to ensure a high-quality customer experience while supporting onboarding, compliance, customer service operations, and continuous improvement initiatives.

Primary Responsibilities:

• Serve as a primary point of contact for customer inquiries, service requests, and support issues, delivering an exceptional customer experience through phone, email, and tickets
• Be a subject matter expert for Customer Services processes and how Healthe Connections' services work.
• Troubleshoot and resolve complex customer issues while ensuring timely follow-up and resolution.
• Support the categorization, triage, escalation, and management of customer support tickets using our CRM and other business systems
• Maintain accurate customer records, user accounts, and system documentation.
• Support customer onboarding, credentialing, compliance, and customer experience initiatives.

Experience Needed:

Please send us a cover letter with your application.

• 5+ years of customer service, customer support, client services, or related experience.
• Experience with CRM, ticketing, or customer support platforms.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Strong technical aptitude and ability to quickly learn new applications and systems.
• Ability to work under pressure, meet deadlines, and ensure accuracy.
• Proven ability to follow established procedures.
• Experience working independently and collaboratively within a team environment.
• Experience in healthcare, health information exchange, health IT, medical administration, or a technical support environment is a strong plus.
• Associate's or higher degree in Business, Communications, Healthcare Administration, Information Technology, or equivalent experience strongly preferred

Not sure you meet all qualifications? Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

You're a great fit for us if you're good at...

• Methodical, detail-oriented tasks
• Being flexible and adaptable to shifting priorities
• Following procedures carefully
• Helping someone get to the root of a problem

We're a great fit for you if you're looking for...

• A high-performance, high-energy, collaborative environment. One of the best things about working here is our team. They're smart, supportive, passionate, and among the best in the business.

• A dynamic industry. Health information exchange has exciting opportunities on the horizon as the healthcare industry evolves, both within NYS and on the national stage.

• Strong benefits. We cover the cost of medical insurance for employees along with a full suite of benefits, including 401k matching, generous vacation/holiday time, unlimited sick time, flexibility in work hours and hybrid/remote work, and more.

• Work that makes a difference in your community. We're proud to make an impact on the daily lives of health professionals and support improved health outcomes for individuals right here in New York State.

We like to say that we're "casually competent" - we're not pretentious, but we know our stuff. Our people are talented, our culture is vibrant, and our work is at the top of its class. Even better, our customers genuinely like working with us, and we've seen firsthand how what we do has made a positive impact on our community.

$48,000-$62,500 is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but not limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, and seniority.