Senior Customer Experience Specialist

About AlayaCare:

At AlayaCare, we’re revolutionizing the way that home healthcare is delivered. Our leading cloud-based software allows our customers around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 550+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home healthcare software solutions as we empower providers to deliver better health outcomes to their patients and clients. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.  

 

About the role: 

As a Senior Customer Experience Specialist within the revenue cycle management division, you will have the opportunity to make a positive impact with our customers pertaining to revenue management. Revenue Cycle Management is an essential organizational workflow that has high impact for our clients’ operations. You will support this workflow using your knowledge of revenue cycle management principles, drivers of success impacts and technical investigate skills to the benefit of our clients and their stakeholders.

This multi-faceted role allows you to: improve your customer facing skills by interacting directly with our customers and partners, work with a high-performing team to solve complex problems, develop your own style for delivering outstanding customer service and demonstrate your revenue cycle management acumen.

We are looking for someone who will be responsible for managing and actioning a queue of requests from our customers Canada and the United States, with a specialization in revenue cycle management. If you’re interested in helping us empower our customers to deliver care in the home using our technology, this job is for you.

 

A day in the life:   

• Manage a support POD based on your specialization and support your team on customer escalations and guide your team on best practices (e.g. next issue avoidance, decreasing average resolution time, impacting customer satisfaction, providing other customer guidance on available offerings and tools)
• Learn the revenue cycle management lifecycle within AlayaCare’s cloud application and leverage it to solve customer issues
• Use your knowledge of revenue cycle management to flag urgent blockers for customers and act as a SME for the department
• Manage a queue of requests through Zendesk, including troubleshooting and solving complex customer requests, and presenting action plans and recommendations to users to resolve their issues
• Provide guidance to customers on configuration and process questions
• Monitoring enterprise customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the enterprise organization to resolve ongoing issues
• Liaising with the Customer Success, Product, QA, and Engineering Team throughout the support process
• Support your team on customer escalations and guide your team on best practices (e.g. next issue avoidance, decreasing average resolution time, impacting customer satisfaction, providing other customer guidance on available offerings and tools)
• Contribute to the development of best practices, methodologies and other intellectual capital aimed at improving the customer experience for our customers
• Provide inputs that will be used to inform the product development and improvement priorities
• Be a part of the on-call support rotation for after hours

What you bring to the team:  

• A Bachelor's Degree in Business (Accounting, Finance), Health Informatics, Science, Engineering, or similar
• 6+ years of experience in accounting, revenue management, payroll, or customer support/success
  • A minimum of 2 years of experience in technical support or technical client services
• Knowledge and working experience with the following applications: Microsoft Office, Zendesk, JIRA, Slack, Video Conferencing Platforms (e.g. Zoom).
• Exceptional problem solving and creative thinking skills
• Outstanding written and oral communication skills
• Ability to empathize with customers and coworkers
• Curiousity and creativity
• Desire to work with customers and ability to deal with critical situations
• Desire to work in a fast-paced environment
• A CPA, CGMA, CFA is considered a strong asset
• Experience supporting SaaS applications strongly preferred
• Healthcare experience is considered an asset
• Bilingual French/English is considered an asset

Location and travel requirements:

AlayaCare supports a flexible hybrid working model, expecting that our employees have a regular in-office presence at their closest office location while offering flexibility for some remote work. Our team encourages in-person collaboration and with this, the preferred candidate location for this position would be within the Greater Toronto Area.

What Makes AlayaCare a Great Place to Work:

• Our products have a positive impact on the lives of countless care workers and care recipients
• Our company has been recognized by the Globe and Mail as one of Canada’s Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation
• Equity in a well-funded, high-growth company
• Hybrid working models with beautiful and creative office spaces to enjoy in prime locations
• Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team building activities
• Comprehensive group benefits program, including telemedicine
• Employee expense program for health, wellness, lifestyle, professional development and productivity-related expenses
• Parental leave top-up program
• Flexible vacation policy
• Company Wellness Day program for extra time to unwind
• Paid Volunteer Time off Program
• Career growth and learning and development opportunities
• An entrepreneurial culture of transparency, collaboration, and innovation
• Access to our employee perk program for discounts at various participating vendors

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity. 

If you want to explore AlayaCare further, please visit our website www.alayacare.com. 

 

Better outcomes, better belonging  

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.   

   

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.   

  

If you require accommodation as part of the recruitment and selection process, please reach out to [email protected]. Please note, we do not accept unsolicited headhunter or agency resumes.  

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