Customer Experience Specialist

Nashville, TN

ProviderTrust empowers safer healthcare for patients, providers, and payers by leveraging always-accurate compliance intelligence. Founded in 2010 in Nashville, TN, ProviderTrust creates comprehensive solutions to solve complex problems to make healthcare data meaningful and actionable. Our mission is to create a safer healthcare for everyone.

We partner with HR, Compliance, and Provider Operations teams to continuously monitor healthcare populations to identify license, credential, compliance, and payment eligibility issues before they impact patients. Our solutions monitor employees, vendors, provider networks, licenses, credentials, and more for OIG and state Medicaid exclusions, sanctions or disciplinary actions, license expirations or suspensions.

ProviderTrust monitors and verifies compliance and credential issues across the healthcare ecosystem, connecting vital intelligence to the moments and workflows you need it most. From OIG exclusions to licenses and credentials, our healthcare monitoring and verification platform goes beyond good enough.

We are looking for an exceptionally talented Customer Experience Specialist to convert customer calls into subscriptions to a vendor compliance program, while also having the opportunity to work alongside our client-growth team. You will be tasked with placing outbound calls to vendors that are required to enroll with our program, verify contact information, and drive paid conversions.

Requirements

  • College degree or equivalent experience
  • Knowledge of sales and marketing principles and strategies
  • Relevant work experience in sales, marketing, customer support, promotions or telemarketing
  • Proficiency in relevant computer applications
  • Strong will to achieve – grit, competitive spirit, problem solver with a bias for action
  • Commitment to lifelong learning and continuous development
  • Coachability
  • Must be a positive, self-motivated individual
  • Ability to multitask, prioritize, and manage time effectively
  • Resourceful, reliable and responsible

Duties and Responsibilities

  • Provide technical support and guidance via inbound phone calls, emails, and chats within our support ticketing system (Salesforce Service Cloud)
  • Respond to customer queries in a timely and accurate way
  • Educate vendors about the new compliance monitoring requirements and pricing
  • Handle customer questions and overcome objections
  • Contact vendors via outbound phone calls, emails, and chats
  • Walk vendors through the vendor enrollment process
  • Identify leads and convert vendor opportunities into enrollments
  • Engage in meaningful inbound/outbound phone, email, and social actions
  • Thoroughly document all vendor encounters in CRM (Salesforce)
  • Work closely with client account management and product development to pass along product and implementation enhancement feedback
  • Innovate and collaborate with team, as well as management on how to improve current products, support, outreach and CRM processes, client implementation, and overall successful program management

What It’s Like To Work Here

At ProviderTrust, we recognize that experience can be built in a number of ways. If you have relevant skills that are not reflected in your resume or your experience doesn’t match our exact requirements, we welcome your candidacy and encourage you to share more. We will champion building a team that embodies empathy, equity, respect, and inclusivity while actively supporting our community, clients, partners, and friends. We value differences of opinions and embrace everyone’s unique perspective. We desire an environment that allows all team members to bring their full selves to work, unashamedly. We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time. ProviderTrust is an equal opportunity employer.

To be great at ProviderTrust, we find our team members have these things in common:

  • Gain energy from working in a fast-paced, creative environment
  • Decision making that employs a blend of data-driven insights and intuition
  • Ability to multitask and handle multiple projects concurrently
  • Resilience and positivity, able to address setbacks and bounce back quickly
  • Resourcefulness, discovering creative ways to get things done
  • Joy in making an immediate and positive impact
  • Diverse interests that are welcomed and extend beyond our organization

Things That Make Us A Great Place To Work

  • Competitive base salary and incentive package with 401k matching, meaningful equity, HSA employer contribution, and company-paid life and disability insurance
  • Free medical, dental, and vision for you; PT pays 100% of your premiums. We also offer access to a range of free mental health and well-being resources
  • Unlimited PTO, 10.5 paid holidays, and a flexible work schedule
  • Internal professional growth, development, and mobility
  • Daily all-company morning huddles to sync up across the business
  • In-office experience: fully stocked kitchen, ergonomic desk setup, dog-friendly, and lots of celebrations!
  • Remote experience: home office set-up with technology provided, remote-friendly meetings and celebrations, and interest-specific Slack channels for connecting across teams
  • Fitness stipend, wellness program, and cell phone reimbursement
  • Voted one of the Best Places to Work by the Nashville Business Journal (2015 – 2019)
  • Inc. 5000 list of the fastest-growing private firms in the U.S. (2016-2020)

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