Client Support Analyst I (Kelowna)

at  Custom Health

WHAT WE DO!

Custom Health provides a comprehensive tech-enabled med management and managed care solution resulting in 98% medication adherence for out patients across the United States and Canada. Operations are powered by proprietary software which orchestrates: i) fully-automated owned and network pharmacies, ii) at-home medication management solutions, iii) real-time clinical oversight by 200+ pharmacist-lead clinicians and iv) the collection of real-time, real-world data and insights.

JOB REQUIREMENTS:

• A post-secondary degree, diploma, or an acceptable combination of education and relevant experience is required.
• Strong evidence of time management skills, including the ability to prioritize multiple customer issues on tight deadlines.
• Ability to quickly analyze problems and determine the best course of action using available resources.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts and theories effectively to non-technical audiences.
• Genuine commitment to delivering best-in-class customer and technical support.
• Valid Passport: A valid passport is required for this role as it may involve international travel.
• Willingness to Travel: The successful candidate should be willing and able to travel as needed, both domestically and internationally.
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  Stop the guesswork. Guessing is fun. But not when it comes to medication.
  Custom Health is a tech-enabled health services company. We connect people with community pharmacists to manage drug complexity and maximize health benefits through personalized medication delivery, virtual monitoring, and proactive care. Our fully automated, high-volume central-fill pharmacy hubs, proprietary health platform, and medication adherence network power a robust, scalable solution to chronic condition management that leads to better patient outcomes and total cost of care reduction.
  Together, we can support everyone to be successful in their roles. We know that supporting our employees means our customers, patients, and their families get the information and services they need to be successful.
  Want to learn more about what we do? Watch this video. https://youtu.be/u8pcZN6kiJ0
  Sound interesting? Ready to have some fun? Then apply today.
  Custom Health is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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WHAT YOU’LL DO!

The Client Support Analyst 1 will be responsible for providing exceptional support to Custom Health’s clients. The ideal candidate will have a strong customer service background, a keen desire to learn Custom Health products, and the ability to effectively communicate technical aspects of the software to both technical and non-technical individuals.
This is a remote call center position, offering an entry-level role with exciting prospects for career advancement and development.

JOB RESPONSIBILITIES:

• Provide basic inbound/outbound support and address product functionality issues via emails and phone calls as required.
• Deliver exceptional customer support by actively listening, understanding customer issues, and providing effective problem-solving solutions.
• Investigate and respond to basic questions, utilizing in-depth knowledge of applications and system requirements.
• Ensure proper documentation of new cases in the case management system and maintain accurate and timely notations for activities related to existing cases.
• Escalate technical and higher-level issues to the appropriate level of support when necessary.
• Collaborate with various teams to ensure client needs are met efficiently and effectively.
• Troubleshoot hardware and software issues across a diverse patient demographic.
• Become an expert user of Custom Health’s software and stay up to date with all new feature releases.
• Suggest alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Perform other duties as assigned.