Customer Service Specialist 1 - HealthStream, Inc

As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream's brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

• A collaborative work environment
  
• A mission-oriented mindset
  
• Work-from-home flexibility
  
• A chance to grow your career
  

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

You will provide exceptional customer service and product support and have a significant role in the overall customer experience. As a Customer Service Specialist I, you will be the face of HealthStream and will become our client's biggest advocate! You will understand the ins and outs of HealthStream products, and you will delight clients with your wealth of knowledge and unwavering positivity. You will also develop skills for your individual career path based on your interests--whether this lies within Customer Service or in another department within the company.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

• Provide phone, email, and chat support; working closely with customers and with internal teams to efficiently resolve any issues that may come up.
  
• Troubleshoot and diagnose reported problems and work to understand and correct problems.
  
• Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner.
  
• Identify, test, and verify issues, providing the development team with clear documentation.
  
• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives.
  
• Participate in testing new features and releases.
  
• Suggest recommendations for product enhancements utilizing data and customer feedback.
  

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

• You have at least one year of experience in customer-facing roles.
  
• A bachelor's degree in a related discipline is preferred. Education requirements may be waived based on practical experience.
  
• Practical knowledge of the healthcare industry a plus.
  
• Experience with healthcare scheduling applications such as ANSOS, Nurse Grid, ShiftWizard preferred.
  

Skills and Abilities Required

• You have an extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully.
  
• You are a problem-solver, skilled in prioritization, and you take ownership in the work that you do.
  
• You know your audience and can effectively communicate resolutions with both non-technical and technical customers.
  
• You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed.
  
• You can make complex topics easily digestible by breaking them down into manageable parts.
  
• You display active listening skills and are an empathetic customer advocate.
  

• You have an insatiable curiosity for learning how things work.
  
• You have a working knowledge of Microsoft operating systems and are familiar with tools like Salesforce and Microsoft Teams. A basic understanding of SQL is a plus.
  
• You can work a flexible 8-hour schedule, providing coverage between 7 AM 7 PM CST, Monday through Friday. Weekends and holidays are for you to enjoy with friends and family.
  
• You are a team player working towards a common goal and you hold your colleagues to the same level of quality and elevated standards.
  
• You may not always have the answer, but you are willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking.
  

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
  
• Paid Time Off
  
• Parental Leave
  
• 401k and Roth
  
• Flexible Spending Account
  

• Health Savings Account
  
• Life Insurance
  
• Short- and Long-Term Disability
  
• Medical Bridge Insurance
  
• Critical Illness Insurance
  

• Accident Insurance
  
• Identity Protection
  
• Legal Protection
  
• Pet Insurance
  
• Employee Assistance Program
  

• Fitness Reimbursement
  

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!