Updox- Customer Service Escalation Specialist (Remote, Us)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for a Customer Service Escalation Specialist to focus on our Updox Product. Updox and EverHealth provide modern end-to-end solutions for healthcare providers. Our open, connected ecosystem of solutions and services helps providers engage patients, increase revenue, improve business efficiency, and remain market competitive. We serve 72,000 healthcare practices and counting. EverHealth consists of five SaaS products; DrChrono, iSalus, CollaborateMD, Updox, and MDTech, combined these products offer end to end solutions for the health care industry

This position provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints.

Responsibilities:

• Serve as a point of escalation of issues that cannot be solved by frontline staff and manage issue escalations to the engineering team.
• Ability to work between 8:00am - 6:00pm ET, M-F
• Triaging and resolving support requests via phone, email, live chat, and remote web access, and ensuring the responsiveness of the team and adherence to service level agreement.
• Working with health care professionals (doctors, pharmacists, nurses, front office staff, medical records, and information technology staff) to advise and assist in the adoption of Updox and related Electronic Medical Records technology integrations
• Training and onboarding new team members
• Working closely with our Development Support, Customer Experience and Sales Teams
• Providing both proactive and highly responsive communications

Skills and Experience needed for success in this role:

• Bachelor's degree in computer science, engineering, networking, or related field preferred. Equivalent work experience considered
• 3+ years of experience in health care provider practice management or Electronic Medical Records software is preferred
• Experience in a customer-facing role troubleshooting desktop or browser-based application software in Windows, Mac OS, and mobile environments
• Experience using customer service policies and procedures, as well as customer service technologies such as case management software and telephony systems is preferred
• Ability to write basic SQL queries is preferred
• Ability to seamlessly transition between a variety of tasks in a dynamic environment

Where:

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

• 401k with up to a 4% match and immediate vesting
• Robust health and wellness benefits, including an annual wellness stipend
• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program
• Student Loan Repayment Program
• Continued investment in your professional development through Udemy

Compensation:

The target base compensation for this position is $50,000 to $60,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!