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Customer Success Manager / Technology Help Desk Manager

New York -- December 10, 2019

Company: Carecenta, Inc. 
Sector: Healthcare Management Software /  SaaS (Software-as-a-Service) 
Department: Tech Support & Training Team 
Job TitleCustomer Success Manager (Experienced) / Technology Help Desk Manager (Entry-level)
Location: Brooklyn, NY 
Salary: $45 K / Year
Benefits: Health Insurance and Dental Insurance (after 12 months)
Minimum Experience
: Entry-Level.  Experienced candidates in either healthcare, software, nursing, project management or customer support are encouraged to apply.


Summary:
Carecenta, Inc., (a Centa Holdings company) has an excellent opportunity for a hybrid Customer Success Manager / Technology Help Desk Manager position based out of our Brooklyn office.  Carecenta is the premiere SaaS Management Software solution for medical & non-medical home care, adult day care, nursing & home infusion organizations.

Tech. Support duties

 

  • Provide high-quality trainings.
  • Communicate user issues, program bugs and feature requests to appropriate directors.
  • Receive and analyze user requests and provide explanation and/or solution to ticket requests via troubleshooting.
  • Keep up-to-date with compliance, billing, payroll software, health care EDI transactions (837, 835, etc.), and revenue cycle changes.
  • Share key insights with internal team and externally with customers.
  • Contribute articles / FAQs to knowledge base. Create tech support articles and training videos useful to all customers.
  • Must be punctual to trainings and return call-backs in a timely manner.
  • Excellent verbal / written communication skills with ability to create documents and presentations for customers.


Customer Success duties

  • Ensure smooth on-boarding of customer requirements, essentially the bridge between sales, developers and the live client.
  • Keep up-to-date with the healthcare industry, specifically Medicaid managed care, the 21st Century Cures Act, and Electronic Visit Verification requirements (EVV) across all 50 U.S. states.
  • Understand Product Management and/or Development concepts, preferably in health IT vendor space with a focus on strategic and long-term goals.
  • Foresee customer problems before they occur and proactively solve issues.  Share solutions with internal team.
  • Conduct status checks with clients, escalate any issues, and keep notes on CRM system.

 

Additional Requirements

  • Positive “can-do” attitude and team player mentality is required
  • Strong problem identification and resolution skills
  • Excellent task and deadline management skills
  • Excellent listening skills
  • Professional demeanor
  • Ability to be cool under pressure
  • Ability to understand the customer’s perspective
  • Ability to work individually and as part of a team
  • High level of integrity and teamwork ethic


Experience / Education:

  • University degree is required. (Degrees in Computer Science, Healthcare Administration, Public Health, Nursing are a plus.)
  • Medicaid / Medicare Home Health access, policies and procedures experience is a plus
  • Software support with call center/customer service experience is a plus
  • 1+ year project management experience is a plus. PMPs are encouraged to apply.
  • 1+ year customer service experience is a plus
  • 1+ year of IT/Healthcare related experience is a plus
  • Superior Microsoft Office and Google Suite skills
  • English language is required

    Ability to communicate in Spanish, Chinese (Mandarin / Cantonese), Tagalog (including Filipino),Vietnamese, Arabic, French, Korean, Russian, German, Haitian Creole, Hindi, Portuguese, Urdu, Persian, Gujarati, Punjabi are a welcome plus.


Working Conditions

  • Manual dexterity required to use desktop computer, phone system, and peripherals
  • Excellent phone / email etiquette
  • Office hours are Monday to Friday from 9 AM – 5 PM
  • Position is based from our Brooklyn office

 

 

Our Story:
Carecenta was founded by healthcare professionals who looked around for a reliable software system to perform scheduling, billing, HR and compliance requirements.  After seeing there was no high-quality and easy to use product in the market, they decided to create their own software and thus Carecenta was born.

                                                                      
Industry Status:
The healthcare software industry is flying off the charts with growth, just in the U.S. alone, the long term care (LTC) market is expected to reach $549.7 billion by 2024. We look forward to receiving your application to join the Carecenta team.

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