Client Support Representative

Overview

Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

• Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful.
• Employee Assistance Program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and more.
• Flexible work scheduling helps team members balance work, family, and life‑related issues.
• PTO plan is generous and increases with milestones to ensure Team Members have time to recharge, relax, and spend time with loved ones.
• Learning program foundation allows Team Members to explore their potential and achieve career goals.
• Team building events strengthen relationships and have fun.
• Competitive pay, quarterly bonuses, and a 401(k) retirement plan with an employer match.

Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work three days weekly, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Full‑time.

• Monday - Friday: 8a - 4:30p
• Monday - Friday: 7a - 3:30p

Budgeted between $17 and $19.50 dependent upon applicable experience.

• Provide front‑line technical support to clients and internal stakeholders via phone, email, and chat.
• Manage client requests and assigned projects to successful completion.
• Assist client/clinical staff/peers with application training and proper use.
• Identify and investigate application issues, research answers to guide clients through corrective steps, and follow escalation processes diligently to support service level agreements.
• Build trusted and reputable working relationships with clients and internal teams.
• Continuously seek opportunities to improve the client experience and support processes.
• Utilize CRM (Salesforce) for documentation, client communication, and ticket resolution/tracking.
• Collaborate with peers and cross‑functional teams to resolve complex or escalated issues.
• Troubleshoot user‑reported software issues by leveraging documentation, internal tools, and curiosity‑driven problem‑solving.
• Meet or exceed individual and team performance metrics, including response time, resolution rates, and client satisfaction scores.
• Ability to work into a rotating shift for nights/weekends/holidays as needed, including participation in an on‑call schedule.
• Demonstrate ownership of time management and prioritize tasks in a fast‑paced, client‑obsessed environment.
• Other duties as assigned.

• High school diploma or equivalent.
• Experience in a medical office setting and/or experience with an Electronic Medical Record preferred.

• Possess basic computer skills - including but not limited to computer hardware, software, and operating systems.
• Ability to utilize a case management tool to document and log incidents, solutions, and client interactions.
• Strong verbal and written communication skills with the ability to provide and explain technical concepts, guide and instruct in a user‑friendly manner.
• Proven ability to take initiative, work independently, and proactively solve problems using available resources.
• Excellent organizational skills with a focus on accuracy, consistency, and follow‑through.

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client