Customer Support Specialist

Open Position: Customer Support Specialist

Reports to:  Manager, Customer Support

Location:  Remote; Ability to be on call 4 weeks per year

About Us

HST Pathways is on a mission to transform healthcare with innovative software technology that enables surgery centers to provide more cost-efficient patient care and better outcomes.  Our suite of solutions spans the entire case lifecycle, including scheduling, care coordination, clinical documentation, and revenue cycle.  Backed by Bain Capital, we are the fastest growing ASC software company and serve over 1,6 clients, but we’re just getting started and have plans to 10X the value we offer.  However, our big ambitions are only as strong as the team behind them, which is why we’re looking to build our team with the best.

Responsibilities:

The HST Pathways Support Specialist serves as the customer’s point of contact for all service and support related questions for all HST Pathways application offerings. The support specialist role requires the ability to troubleshoot and resolve application and customer workflow problems with exceptional customer service skills, as well as going above and beyond client expectations. The role requires a self-starter, team player, detail-oriented, able to multi-task, technical troubleshooting, and someone who can communicate effectively to all levels of the organization as well as external parties.

Primary job duties and responsibilities include the follow:

• Problem-solver with exceptional customer service skills, going above and beyond client expectations
• Deliver an exceptional client experience by identifying and documenting client needs and issues
• Answer incoming customer inquiries, effectively applying problem solving techniques, educating clients and following issues through to their successful resolution
• Provide consistent, timely, professional and high-quality client support, every day, all the time, no matter what
• Establish procedures to ensure client satisfaction and quality service delivery
• Communicate and collaborate across teams and departments to help solve issues
• Replicate and document issues for further escalation
• Participate in quality assurance and application testing of software as required

Qualifications

• Bachelor’s degree recommended.
• Proficient in MS Office and related products
• You must be technically savvy with an ability to easily learn new software (echart or practice management experience preferred)
• Healthcare or clinical experience preferred
• Exceptional communication skills for both internal and external communications
• Able to manage many ongoing activities and tasks in a fast-paced environment

Team Culture

• We go beyond the expected.  We strive to be the difference in everything we do and look for ways to innovate and deliver beyond expectations.
• We thrive through collaboration.  We invest in our team and take pride in the success of others. 
• We strive to make a positive impact.  We are passionate our work and leverage our collective creativity and industriousness to make big things happen
• We sharpen and share our expertise.  We aspire to learn, grow, and share knowledge.
• We love the journey.  We never lose sight of the fact that we’re contributing to building a new model of healthcare delivery.

Perks & Benefits

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.