Customer Success Support Lead

Quality Coding Software Solutions is seeking a Customer Success Support Lead to support our Managed Care and Community based healthcare clients. We offer an exciting opportunity to support health care insurers and providers in improving health care outcomes for vulnerable populations. Our solutions positively impact over two hundred fifty thousand health plan members.

Responsibilities

• Develop strong knowledge of our Healthcare SaaS Solutions
• Serve as the first point of contact for customers seeking technical assistance
• Respond to all helpdesk and Knowledge Center support inquiries
• Diagnose customer issues with probing questions, reports, and cross-functional department collaboration
• Document customer interactions, details of inquiries, complaints, comments, actions taken, and resolutions in Jira
• Provide customer support via email, video meetings, or over the phone and walk customers through the resolution process and next steps
• Provide a timely first response and resolution of issues with accurate information for end users to meet contractual health plan SLAs
• Provide product report suggestions to support customer inquiries
• Provide information about QCSS products and services
• Lead the daily Help Desk Stand-Up Meeting
• Participate in maintaining and improving helpdesk standard operating procedures

Qualifications and Experience

• 3 - 5 years working for a SaaS company
• 3 - 5 years proven work experience as a Help Desk Associate/ Lead or other technical customer support role
• Detail oriented, self-starter with a desire to learn and take on new responsibilities
• An energetic, friendly, knowledgeable and optimistic attitude
• A strong work ethic and willingness to learn
• Excellent written and oral communication skills
• Proficiency in Jira, Microsoft Excel, PowerPoint, and Word

Location/Travel

• Position is available remotely
• QCSS is headquartered in Cambridge, MA
• Travel may be required less than 10% of the time to attend periodic in-person company meetings

Hiring Process

• The initial screen will be a 30-minute call
• The first interview will be a 60-minute video call
• The final interview will include presentation of an exercise and be a 90-minute video call
• The final step of the process will be a reference check
  

Background Checks/Federal HealthCare Program Exclusion Lists Screening
Candidates for this position will be required to undergo a pre-employment background check. All QCSS employees are subject to annual screening to ensure that they have not been excluded from the Federal Healthcare Programs (using the OIG and GSA Exclusion Lists) or State Medicaid Programs. The Company’s pre-employment background check and OIG/GSA Exclusion Lists screening program is administered in compliance with all federal, state and local laws.
Equal Opportunity Employer
QCSS is an Equal Opportunity Employer and strongly supports diversity in the workforce.
About Quality Coding Software Solutions
At QCSS Health, we are laser-focused on simplifying the complexities of MLTSS service delivery through innovative, data-driven solutions that result in greater cost-efficiencies, more equitable access to care, and improved health outcomes.
Our Mission
To seamlessly integrate domain expertise with technology solutions to make Managed Long Term Services and Supports more successful. We are dedicated to enabling health plans and providers to improve the health outcomes of their vulnerable populations and thrive in a value-based healthcare system.
Our Core Values
Simplifying Complexity - We know managing cost-effective MLTSS programs can be difficult, but it doesn’t have to be. Our guiding principle is to develop innovative, easy-to-use solutions, designed specifically to meet the unique challenges of running MLTSS programs.
Member-Centric Excellence - We empower MLTSS organizations to deliver exceptional care to their members, placing individual outcomes, health equity, and the quality of care delivered at the forefront of everything we do.
Trust is at our Core - We foster trust by leading with integrity, ethics, and the reliability of our technology. Transparency, genuine listening, and unwavering dedication to fulfilling our commitments are fundamental to how we cultivate strong and meaningful relationships.