Who We Are
At SecureLink, we take our jobs seriously, but ourselves, not so much. We aren't afraid of a challenge and understand the autonomous and team effort required to accomplish something great! Founded in 2003, and headquartered in Austin, Texas, SecureLink provides market-leading security, privacy and compliance solutions, securing third party remote access for highly regulated enterprises and technology vendors, as well as insider access with innovative machine learning and audit of access to the most mission critical and sensitive systems of more than 30,000 organizations worldwide across multiple industries, including healthcare, manufacturing, government, legal and gaming.
Our Vision
We believe diversity drives better outcomes. We want you to be you. SecureLink is a place where your ideas and performance matter. Different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results.
Choose Where You Work
At SecureLink, we believe trust is an essential ingredient for building productivity in the workplace. We want to ensure all our employees feel both safe and productive. Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in Austin, TX, and Nashville, TN.
Remote work can currently be supported for employees residing in the following locations: AR, CA, CO, FL, ID, IL, KY, MD, MI, MN, NY, OH, PA, TX, TN, VA, WA.
What You'll Do
The primary purpose of this role is to serve as a solution consultant for the SecureLink PPM (Patient Privacy Monitoring) application in large-scale healthcare customers. This role oversees day-to-day delivery of services to select PPM customers; is responsible for proactive and reactive audits, customer training & communication, and policy reviews & reporting within the PPM solution.
Customer Services
Serves as the ongoing point of contact for key customers of the PPM solution. Owns the delivery and coordination of all customer services to select customers, serving as the liaison for operational teams. Creates or customizes policy, process, and training documentation for use by customer teams.
Included services:
- Troubleshooting, support, and administrative training on PPM solution
- Advising customers on reactive auditing of complex incidents
- Guidance and oversight on proactive monitoring configuration
- Aiding compliance teams in investigation management
- Performing annual review and analysis of solution policy adherence
Training and Troubleshooting Services
Provides subject matter expertise on product configuration and usage to meet solution needs for select customers. Partners closely with Customer Success and Technical Support to ensure that customer needs are met via investigation and resolution of satisfaction or technical issues.
Customer Documentation
Provides and maintains a cohesive record of changes made to select customer environments. Partners with Technical Support for documentation and change control for customer environments. Partners with Product Management on creating and revising training documentation for users.
Compliance and Investigation
Provides and maintains a cohesive record of changes made to select customer environments. Partners with Technical Support for documentation and change control for customer environments. Partners with Product Management on creating and revising training documentation for users.
Duties and Responsibilities:
- Works with Policy & Compliance Management to advise and coach customer contacts on correct policy application within the PPM solution
- Performs proactive alert auditing in the PPM solution for select customers, providing subject matter expertise and guidance on alert details for policy adherence
- Tracks and analyzes technical cases for select customers, working with Technical Support to ensure effective resolution to product issues
- Works with Project Management to ensure implementation services and customer-facing project efforts are delivered correctly
- Works with Customer Success to ensure customer communication, expectations, and satisfaction are monitored and concerns addressed
- Monitors and reports on product performance & customer feedback to Product Management and Product Development resources
What You'll Need
- Certified in Healthcare Privacy Compliance (CHPC) by HCCA or CIPP/US, or CIPM by IAPP
- Best Practices for Project and Change Management
- Customer Service Best Practices
- Excellent verbal and written communication skills
- 2+ years experience with Electronic Health Record (EHR) software and systems
- 1+ years experience in policy or compliance management
- 1+ years experience in customer-facing role within healthcare or technology sector
Why Choose Us
SecureLink doesn't just Have Fun Creating Value Over the Long Run (HFCV/LR) for our customers and shareholders, we Have Fun Creating Value in the lives and careers of our employees. SecureLink invests in employee development including extensive job and product training, access to LinkedIn Learning, monthly knowledge sharing sessions, career pathing, professional development, and more. Benefits also include:
- Medical, dental, and vision insurance - SecureLink pays 100% of the premium for employees and 75% for dependents!
- We contribute to your HSA ($2,700 for employee coverage or $5,400 for family coverage).
- We help you save for retirement. We contribute equivalent to 3% of your annual base salary to a 401k.
- Employees enjoy unlimited PTO, including the time to volunteer.
- We give $100 per month towards cell phone reimbursement.
- At the office, employee perks include two meals a day, bringing your dog to work, and an onsite gym.
What Else?
Happy and successful SecureLink employees embrace the company's mission to have fun creating value over the long run. Great employees have three attributes that make them "slinky". These are 1) excellence at their position, 2) eagerness to grow and improve and 3) a true sense of responsibility to meaningfully contribute to the company, customers, and culture.
If you are just looking for another job, this is not the place for you. We like to laugh and be around happy, smart, interesting, self-motivated and "slinky" people. Slackers, grumps, and pessimists need not apply.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
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