X marks the spot!

Experity Earns 2022 Great Place to Work Certification™

Employees confirm positive workplace fostered by Experity, with over 90% of respondents saying they are proud to tell others that they work at the company.

We are the national leader in on-demand care solutions, and we take great pride to announce that Experity is now Certified™ by Great Place to Work® – the global authority on workplace culture, employee experience, and the leadership behaviors proven to deliver leading revenue, employee retention and increased innovation.

Experity is a fast-paced, high-growth company that considers its people to be its greatest strength, as they are the engine that powers the company’s driving mission to improve urgent care and the patient experience. Experity works diligently to continue meeting the wants and needs of employees and fostering a positive, balanced workplace culture.

We are the country's largest electronic health records company for the urgent care market and provide an integrated operating system. Nearly 50% of the U.S. urgent care market runs on Experity solutions. With Experity, providers can best meet the demands of the evolving on-demand space and deliver high-quality, high-velocity care by streamlining operations, improving patient experiences and optimizing revenue.

Experity's technology serves 5,700-plus clinics today across the US!

Great place to work article: https://www.experityhealth.com/news/experity-earns-2022-great-place-to-work-certification/

Benefits – We love all our X-tras! What’s in it for you?

• Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling
• Career Development – Our Training Manager has created a learning program foundation for the company that will allow Team Members to explore their potential and achieve their career goals
• Investing in You – We invest in our team members so they can reach their financial independence – Smart Dollar is a Step-By-Step Plan that helps our team members Eliminate Debt, Save For Emergencies, and Retire With Confidence
• Team Building – We bring our Team Members together when we can to strengthen the team, build relationships and have fun! We even have a family company picnic and a holiday party
• Benefits - And of course all of our wonderful benefits:
  • Medical, dental and vision
  • 401K -Eligibility for starts the 1st of the month following completion of 90 days of employment including company match
  • Paid time off and so much more!

Hybrid/remote workforce:

This position is eligible to work remotely or a hybrid of remote and in the office. If you live a commutable distance to one of our office we would love to see you!

Position details:

• Function as a consultant and business partner to other groups within Experity
• Train and mentor team members and identify development needs across the team, working to coordinate additional training as needed
• Track various productivity and performance standards to ensure that established service levels are achieved and KPIs are consistently met. Actively pursue opportunities for efficiency within the technology, processes, and staffing models
• Serve as an acting backup to the VP, providing leadership, guidance, and direction to team members in the absence of the VP
• Manage escalated issues and provide direction to internal teams as well as appropriate communication to clients
• Collaborate with peers to establish best practices
• Analyze team statistics and prepare timely reports for leadership
• Conduct regularly scheduled coaching sessions with Support individuals and provide appropriate and timely feedback and guidance
• Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals
• Exemplify Experity values and hold team members to a high standard of communication, both with clients and each other
• Maintain the Support Pages within knowledgebase (Confluence) and client-facing support portal (Supportal) timely to ensure that the team has the most updated resources available
• Ensure all client interactions are logged in CRM and that Client Success Managers are alerted to escalations or service events that have an impact on security, compliance, operations, or finances of the clients or Experity
• Monitor and manage staffing levels to ensure that all shifts are appropriately covered
• Partner closely with Implementations and Client Solutions Managers to ensure that clients are successfully on-boarded and transitioned from Implementations to the Client Support team and ready for their planned go-live
• Ensure that escalation requests to development are well-structured and contain all necessary information
• Other duties as assigned

Education and Experience:

• Bachelor's degree in Computer Science, Healthcare Administration or related field, or equivalent combination of education and experience
• Minimum five years professional experience, ideally in a client support role for a SaaS or healthcare technology software company
• Experience managing a team, ideally in a support environment or similar
• Knowledge of urgent care practice management and billing
• Experience with implementing processes, guidelines, and standards
• Fluency with Microsoft Office, particularly Excel
• Must be able to be "on call" into the evenings / weekends for true emergencies (which are rare) and have some availability to address high priority support issues on nights and/or weekends when needed (infrequent)
• Ability to work independently and as part of a team
• Ability to manage workflow and prioritize among many competing issues
• Ability to work in a rapidly changing environment
• Strong phone and online communications skills - personable high-touch approach over the phone with business clients and executives.
• Works well with understanding urgent nature of clients' issues but "calm under pressure"
• Strong documentation skills and process oriented
• Knowledge of CRM/ticketing systems (Sage, SalesForce, FreshDesk, etc.)

Preferred:

• Knowledge of software development and IT concepts
• Knowledge of IVR phone systems and ad administration

Every Team Member Exhibits Our Core Values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)