Customer Support Analyst | Remote | NantHealth

Are you ready to link your passion with a purpose? At NantHealth, we build technology that simplifies healthcare. We manage the data and decisions that help the healthcare industry deliver better patient care. NantHealth’s products target specific pain points that inhibit healthcare from reaching its full potential. Our payer-provider collaboration solutions increase operational efficiency, unlock savings, and enhance communications. Our treatment plan validation capabilities help payers better manage costs for oncology and autoimmune conditions. We’re seeking innovative thinkers who love doing meaningful work. If you’re looking to bring your skills and expertise to a growing technology company, it’s time for you to join us!

To ensure we can provide the best in healthcare tech, we focus on building the best team. Through holding true to our core values – clarity, empathy, collaboration, integrity, a sense of community, and a pioneering approach – we are creating a vibrant culture where ideas can blossom, people can thrive, and success can flourish.

We are seeking a proactive and customer-focused Customer Support Analyst to join our NantHealth team. In this role, you are the first point of contact for clients, delivering exceptional service through phone, chat, and email. You will troubleshoot technical issues, guide users through workflows in NaviNet and Eviti, and provide clear, timely updates on support requests. With a commitment to empathy, professionalism, and accuracy, you will ensure a positive customer experience while contributing to our knowledgebase and team learning. Success in this position requires strong communication skills, significant attention to detail, meticulous documentation, and the flexibility to provide support coverage as needed.

Please note, our Support Team's office is open Monday - Friday, 7:00am - 8:00pm eastern time. This opening is specifically for the 8:30 am - 5:00 pm eastern shift.

Responsibilities Include, But Are Not Limited To

• Answer phones and respond to client requests following a defined support process.
• Maintain a positive, empathetic and professional attitude towards customers at all times.
• Troubleshoot and resolve customer issues through phone, chat, and email.
• Answer how-to-questions and help customers navigate a variety of workflows within NaviNet and Eviti.
• Provide timely follow up and status updates for all customer service and technical support requests.
• Contribute to the ongoing learning and success of your team by contributing to the creation of articles for our Knowledgebase.
• Ensure all support requests, follow-up and resolution notes are appropriately documented.
• Maintain customer satisfaction based on specific measurement criteria.
• Ability to work flexible hours providing support coverage.
  
  

Education & Experience Requirements

• Bachelor’s degree or equivalent call center experience.
• Proficiency working with Microsoft Office applications (such as Word and Excel) and Internet Explorer.
• 2+ years of customer service experience (within the healthcare industry, strongly preferred)
• Familiarity working with CRM systems such as Salesforce.com strongly preferred.
• Passionate about providing exceptional customer service and producing high-quality work.
  
  

Required Knowledge, Skills And Abilities

• Problem Solving

• Ability to solve general, non-complex problems
• Provide moderate experience and analysis to problem solving
• Organization Impact

• Work independently on larger, moderately complex projects/assignments
• Set objectives for own job area to meet objectives or goals
• Provide direct impact on job area results through day-to-day tasks
• Work to achieve operational targets within job area
• Ability to influence others within the job area through explanation of facts, policies and practices
• Communication

• Communicate internally within the job area
• Ability to communicate with external customers, vendors, etc.
• Ability to communicate matters that require some explanation or interpretation
• May influence parties within own job area at an operational level
• Coordinates interactions with internal and external contacts, including job area management members; field typical questions related to job area
• Leadership

• May guide and assist entry level and/or non-exempt employees
• May participate in but not lead projects within job area
  

This is a non-exempt, hourly position. The hourly range for applicable remote US-based applicants to this position is below. The specific rate will depend on the successful candidate’s qualifications, prior experience as well as geographic location.

• $24.00 - $29.00, plus bonus potential.
  
  

We value each of our employee’s total wellness. From robust medical, dental, and vision insurance, to financial planning assistance, to physical and mental wellness discounts, including an optional annual subscription to the Headspace app and unlimited access to our online learning platform, we understand that our company succeeds when our employees succeed as individuals.

Additional Notable Benefits Include

• Paid Time Off (hourly) / Flex Time Off (salaried) programs for Full Time employees
• Growth and Development opportunities
• 401(k), including a 3% company match
• Paid Holidays
• Paid Parental Leave, including a flexible return-to-work program
• Employee Assistance Program
• Discounts on popular cell phone plan providers
• Life & Disability Insurance
• Travel Assistance
• Education Assistance Program
• And much more!
  
  

NantHealth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

At NantHealth, we build technology that simplifies healthcare. We manage the data and decisions that help the healthcare industry deliver better patient care. NantHealth's products target specific pain points that inhibit healthcare from reaching its full potential. Our payer-provider collaboration solutions increase operational efficiency, unlock savings, and enhance communications. Our treatment plan validation capabilities help payers better manage costs for oncology and autoimmune conditions.