Provider Support Specialist

Rockstar is recruiting for a mobile-first digital product studio that turns ideas into extraordinary experiences. They are a team of dynamic and savvy professionals who know how to create killer digital products. Our lean structure and remote team mean we can move fast while still delivering top-notch technology and design.

Every person in a senior living community is known, protected, and connected. Outdated paper logs are replaced with a digital greeting that fosters safety and a true sense of belonging. The goal is to provide calm clarity for families and staff, ensuring that human connection remains at the heart of care.

This is a service-driven team that uses technology to solve real-world problems. To be successful here, alignment with the six values that define how the team works and interacts every day is essential:

• Compassion: Care deeply about customers and end users because we are all children and grandchildren. This personal connection drives the team to treat every community as if their own family lived there.
• Humility: Everyone "sweeps the floors." No task is too small, and the team is always willing to serve and do whatever is needed to support each other.
• Collaboration: The team believes in "singing harmony." They are at their best when working together, blending unique strengths to create a better outcome than they could alone.
• Customer Focus: The team is here to solve problems and leave a lasting legacy. Every decision is centered on providing value and building long-term trust with partners.
• Flexibility: Many different hats are worn. The team stays agile in their roles to meet the evolving needs of customers and the growing company.
• Growth: The team never settles for "good enough." They are lifelong learners who are always working to be better, do better, and push the boundaries of what's possible.

As a Provider (Credentialing) Support Specialist, the mission is to help home care, home health, and hospice providers maximize the value of the ecosystem. By simplifying the way agency partners manage staff and navigate credential submissions, they ensure that providers can seamlessly enter senior living communities and focus on what matters most: providing exceptional care to residents. When customers win, they become deeply trusted partners to families and senior living staff alike.

Operationally, this role is a technical product support and customer success function, rather than a heavy document processing role. While a dedicated teammate owns primary credential reviews and advanced AI handles baseline document screening, the specialist steps in as the go-to technical problem solver for the Verify product. This role is heavily digital (80% email / 20% phone), requiring a technically-minded individual who can write with immense warmth, clarity, and empathy. Furthermore, as the product suite expands into marketing features, the specialist acts as a product advocate, helping customers discover new tools that can grow their own businesses.

• Omnichannel Support: Manage a high-volume queue of incoming emails and calls with speed, precision, and an exceptionally warm written tone. This role shifts away from baseline document review to focus heavily on resolving technical support cases.
• Case Management: Maintain meticulous records of customer interactions within the ticketing system, ensuring every story is documented and every outcome is clear.
• Problem Resolution: Act as a calm, patient advocate for users, turning complex technical hurdles regarding the Verify product into seamless solutions.
• Subject Matter Expertise & Value Promotion: Deep-dive into the ecosystem to become an expert educator for clients. This includes staying versed in growing product capabilities (such as new marketing functions) to promote additional value to agencies.
• Strategic Feedback: Serve as the "eyes and ears" of the company, providing actionable feedback on software bugs, user pain points, and AI screening behavior to Product and Engineering teams to improve UX/UI.
• Data Integrity & Compliance Support: Proactively manage and update the CRM database to ensure a single source of truth for the entire organization. Maintain a strong working knowledge of compliance frameworks to support the baseline screening process and step in to process credentials when needed.

• Education: Bachelor's degree preferred, or equivalent professional experience.
• Experience: 2+ years in a customer-facing role (SaaS or Healthcare tech experience is a major plus).
• Mindset: Technically-minded with a natural instinct for product troubleshooting, combined with a strong attention to detail and a knack for writing with warmth and empathy.
• Software Fluency:
• CRM: Experience with Freshdesk, Salesforce, or ClientSuccess.
• Ecosystem: Mastery of macOS, Google Workspace (Gmail/Drive), and Microsoft Excel.
• VOIP: Familiarity with modern call tools like GoTo, DialPad, or similar cloud-based systems.

This role isn't just about troubleshooting software; it's about helping protect a vulnerable population. Every ticket resolved helps senior living residents receive the care and support they deserve.