Experienced Customer Support Specialist – Community Provider Network Growth and Engagement

At careerzynith, we're dedicated to revolutionizing the way mental health care is accessed and delivered. As a key member of our Welltrack Connect team, the Experienced Customer Support Specialist will play a vital role in providing exceptional customer support and growing our provider network. If you're passionate about making a difference in people's lives and have a knack for building strong relationships, we want to hear from you!

• *About careerzynith**

careerzynith is a leading provider of innovative solutions for mental health care access. Our Welltrack Connect platform empowers community providers to deliver high-quality care to those who need it most. As a remote team member, you'll be part of a dynamic and supportive environment that values collaboration, creativity, and a commitment to excellence.

• *Key Responsibilities**

As an Experienced Customer Support Specialist, you'll be responsible for:

### Customer Support

• Manage and triage customer support questions via email and phone, ensuring timely, professional, and empathetic responses.
• Address and resolve inquiries related to the Welltrack Connect software platform, including troubleshooting technical issues and providing guidance for users.
• Assist providers and students with navigating the platform, completing profiles, and utilizing its features effectively.

### Provider Recruitment and Engagement

• Actively recruit prospective community providers, educating them on the benefits of joining the Welltrack Connect platform and the premium subscription services.
• Conduct targeted and general provider recruitment campaigns via email and phone.
• Assist providers with onboarding for the Flexible Credits program, answering questions, addressing concerns, and ensuring timely and accurate completion of enrollment requirements.

### Administrative and Operational Support

• Maintain and update the Number Tracking Spreadsheet to ensure accuracy and consistency in data.
• Regular and timely verification of licensure status of new providers and providers with license renewals, including updating of information into CRM and email marketing tools for appropriate follow-up, both directly and supported by AI tools.
• Regularly update provider licensure information and add supervisor details for associate licenses.
• Manage premium subscription features, including provider setup, payment processing, and other administrative tasks.
• Oversee email marketing efforts, including sending bulk emails and maintaining accurate provider lists in marketing tools.
• Consult with internal team members to address complex or unclear inquiries.

### Communication and Coordination

• Respond to inbound calls and provide solutions or escalate inquiries as needed.
• Coordinate recruitment email campaigns and ensure consistent communication with the provider network.

### Compliance and Reporting

• Access and handle PHI (Protected Health Information) in accordance with company policies when managing complaints, facilitating follow-ups, and completing procedural reviews or data analysis.

### Other Duties as Assigned

• Take on additional projects or responsibilities to support the Welltrack Connect team and mission.

• *What We're Looking For**

• High School Diploma or equivalent.
• 1+ years of experience in customer service, with a preference for candidates familiar with behavioral health licensure credentials.
• Strong verbal and written communication skills, with the ability to troubleshoot and resolve software platform or profile issues.
• Experience supporting customers using a software service and comfort with technical troubleshooting and guidance.
• Exceptional organizational skills and attention to detail, ensuring accuracy in tasks and data management.
• Proficiency in Google Workspace and Microsoft Office.
• Proficiency incorporating AI tools into work processes.
• Demonstrated ability to work both independently and collaboratively in a team-oriented environment.
• A work schedule that allows for timely responsiveness to providers within 24-48 business hours and licensure verification within 48-72 business hours.
• A strong belief in and commitment to the mission of improving mental health care access.

• *What We Offer**

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and supportive team.
• Professional development and growth opportunities.
• Flexible remote work arrangement.
• Access to cutting-edge technology and tools.
• Recognition and rewards for outstanding performance.

• *How to Apply**

If you're passionate about making a difference in people's lives and have a knack for building strong relationships, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

• *careerzynith is an Equal Opportunity Employer**

We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different. We're committed to creating an inclusive and supportive work environment that values and celebrates individual differences.

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