Key Responsibilities:
- Collaborate with end users, technical teams,
business analysts (BA), Patient Services Specialists (PSS), and other stakeholders to generate and tailor requirement documents.
- Coordinate with cross-functional teams to manage platform updates, releases, and bug fixes.
- Oversee the day-to-day operations of the healthcare product platform, ensuring smooth functionality and adherence to operational protocols.
- Continuously enhance operational processes to improve efficiency, scalability, and service quality.
- Advocate for a customer-centric approach, ensuring operational decisions prioritize customer satisfaction and user experience.
- Plan and deliver training sessions, including onboarding for new users and advanced workshops.
- Act as the primary liaison for clients regarding system requests, issues, and problems, and communicate these effectively to internal teams.
- Handle inbound customer support calls, webchats, and tickets, providing exceptional service via phone, email, and online platforms.
- Evaluate and track PSS performance to ensure compliance, meet KPIs, and optimize productivity.
Skills and Experience Required:
- Bachelor's degree in Business Systems, Bachelor of Business Administration, or a related field.
- +2 years of experience in software platform and IT-related roles.
- Experienced in platform operations and end-user support.
- Strong communication skills, with the ability to collaborate effectively across teams.
- Demonstrated ability to work independently, with a proactive and driven attitude.
- Fluent in English with excellent verbal and written communication skills, including presentations and report writing.
- Strong analytical and problem-solving skills, with a proven track record of process improvements.
