The Position

Internal Communication Specialist

What We Need

Kareo’s web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. We offer end-to-end solutions from practice management, through EHR to patient engagement and telehealth solutions that help our customers maximize their efficiencies. We believe that effective teamwork and customer success begins and ends with communication. Kareo is hiring a Internal Communication Specialist who will be responsible for keeping everyone “in the know” by creating and managing effective communication strategies that will help us set employees up for success in the Customer Success organization. You will coordinate internal communications flow (memos, newsletters, campaigns, etc.), oversee the internal knowledge base/communication hub, write content for the Customer Success organization (SOPs, FAQs), help plan events (i.e., Customer Service Week), manage media inquiries across the CS organization such as interviews, statements, etc., build long-term relationships with key stakeholders, collaborate with the Marketing team and serve as a facilitator and provide solutions for peaceful resolution of disputes. 

Your Area of Focus

• Responsible for managing communications within the Customer Success organization including crafting company-wide newsletters, emails, campaigns, presentation materials, SOPs, FAQs, amongst others forms of communications, if necessary.
• Develop and promote brand awareness programs, be an ambassador!
• Provide solutions for peaceful resolution of disputes, miscommunications and/or to help bridge gaps.
• Create and manage written content/artifacts for different audiences (i.e., executives vs. customer facing team members) through various tools/applications in the CS organization (confluence, sharepoint, Slack, SOPs, FAQs, presentations, etc.).
• Liaison with cross-functional teams such as Sales, Product, Customer Education, Engineering. Simplify industry jargon into easy, digestible pieces of consumable information.
• Develop communication guidelines, communications roadmap and set communication priorities/schedule to help deliver manageable output while avoiding communication overload.
• Manage time effectively with minimal supervision to accurately scope projects and ensure that CS agents are provided updates on time and communication programs are effectively driving customer and operational outcomes.
• Apply adult learning principles along with technical writing style guidelines to create and deliver effective communication that best suit the needs of the function and/or organization. 
• Collaborate with cross-functional SMEs, Technical Writers and Instructional Designers to develop and maintain accurate and timely internal documentation (how to’s, SOPs, FAQs, job aids, etc.) for CS organization that aligns with product and customer education best practices. 
• Manage and maintain (own) the CS knowledge base content library and Sharepoint/communication hub.
• Script and record IVR, In-App and intercom messages utilized to communicate with our internal and external customers. 
• Create, develop and implement communication campaigns and monitor their effectiveness. 
• Partner with Technical Writers and Internal Enablement to help deliver monthly product releases to the CS organization especially front line customer facing teams.
• Maintain Kareo and industry knowledge at all times.

Your Professional Qualifications

• 3+ years experience and knowledge in copywriting, proofreading and editing, preferably in the healthcare and Saas environment
• Excellent writing, communication, interpersonal and presentation skills
• Outstanding organizational and time-management skills
• Experience in web design and content production is a BIG plus
• Photo and video editing skills is a plus
• Proven experience with tracking and executing on projects with deadlines
• Ability to build extremely strong working relationships across teams, especially when there is shared ownership over some aspects of the customer experience
• A self-starter who takes initiative and thrives in a rapidly changing, fast-growing environment
• Strong verbal communication skills

Our Values

•  Passionate - Be Passionately Driven: We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare. We hold ourselves to the highest standards. And we work with urgency because what we do matters.
•  Customer-Focused - Dedicated to Customer Success: Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive. We are solution-oriented and aligned with their needs.
•  Collaborative - Together We’re Better: Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
• Growing - Constant Growth: We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry. We are creative problem solvers that believe in making things better.

Kareo is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.