Customer Support Specialist (Documents SME)

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

Are you passionate about ensuring accuracy and compliance in business operations? Do you thrive in a fast-paced environment where attention to detail is paramount? If so, we have the perfect opportunity for you!

At Clipboard Health, we're dedicated to providing exceptional service to healthcare professionals (HCPs) while upholding the highest standards of quality and integrity. As a Customer Support Specialist/SME, you'll play a crucial role in verifying facts and details to ensure alignment with healthcare professionals' requirements, standards, policies, and best practices. Your expertise will help facilitate a seamless onboarding experience for HCPs and promote patient safety.

Responsibilities:

• Manage cases in the escalations queue during shifts, ensuring timely resolution and SLA adherence.

• Offer timely and accurate guidance to team members and other departments via Slack, addressing inquiries and clarifying complex concepts.

• Take ownership of daily tasks related to process status changes, request processing, mapping, unread documents, and special projects, ensuring compliance and efficiency.

• Collaborate with the team to review and enhance process content, identifying gaps or inaccuracies and providing valuable suggestions for improvement.

• Work efficiently and effectively to ensure customer inquiries are resolved fully and promptly.

• Collaborate with customer support, general operations, product, customer success, and legal teams to address issues and improve processes.

• Manage and maintain communication on multiple platforms to effectively solve issues for Clipboard Health’s partner facilities and professionals.

• Stay updated on product updates to ensure actions are based on the most current organizational information.

Must-Haves:

• Ability to resolve customer issues with empathy and action.
• Exceptional written and verbal communication skills.
• Comfortable handling ambiguous situations and adaptable to constant change.
• Possess an “I can handle anything” mentality.
• Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization.
• Exceptionally detail-oriented.
• Ethical and unbiased integrity and decision-making abilities.
• A positive mindset that elevates the entire team.
• Located in the Asia-Pacific region 

System Requirements:

• Minimum 15Mbps wired internet connection.
• CPU: Minimum i5, 8th gen or higher, AMD Ryzen 5 2000 series or higher, Apple M1 or higher
• RAM: Minimum 12 GB  (Recommended 16 GB)
• Quiet working environment.
• Steady power and internet connection.
• Headset with noise cancellation feature.

If you're ready to join a dynamic team dedicated to excellence and efficiency, apply now by submitting your resume and cover letter to us. And we look forward to hearing from you!

Clipboard Health is dedicated to cultivating an inclusive and diverse workplace where we celebrate the richness of each person's background and perspective. We enthusiastically invite applicants from diverse backgrounds to consider joining our team. Please be aware that this position is currently open in Asian countries. We encourage talented individuals outside of the US, Canada, and the UK to explore the exciting opportunities available within our organization.