Specialist, Product Success

Description

The Why Behind Wellvana:

The healthcare system isn’t designed for health. We’re designed to change that. We’re Wellvana, and we help doctors deliver life-changing healthcare.  

Through our elevated value-based care programs, we’re revitalizing an antiquated system that’s far too long relied on misaligned incentives that reward quantity of care not the quality of it. 

Our enlightened approach—covering everything from care coordination to clinical documentation education to marketing— ties the healthy outcomes of patients directly to shared savings for primary care providers, health systems and payors.  

Providers in our curated network keep their independence, reduce their administrative headaches, and spend more time with patients. Patients, in turn, get an elevated experience with coordinated care between appointments that is nothing short of life-changing.  

Named 2024 "Best in Business" and 2023 "Best Place to Work" by Nashville Business Journal, we’re one of the fastest-growing healthcare companies in America because what we do works. This is the way medicine is meant to be. 

Clarity on the Role:

As our Specialist, Product Success, you'll monitor and resolve Tier I support tickets, guide internal and external users through platform training, and keep partner data accurate across Salesforce and our proprietary systems. You'll work closely with product subject matter experts, escalating the tough stuff so nothing falls through the cracks.

This is a detail-driven, high-trust role: you'll handle sensitive partner and patient information with care, follow through on every ticket, and make the complex feel simple for the people counting on you. It's also a strong entry point into Wellvana's broader Product Success organization, with room to grow as you build platform expertise.

What's Expected:

• Monitor Helpdesk queue for tickets that come through to the helpdesk and resolve users’ tickets in a timely manner
• Follow up with partners and users regarding their ticket status as needed.
• Work with accuracy to ensure there is no breach of PHI and informing the appropriate people of any urgent or high priority tickets
• Serve as tier 1 support on platform training for internal and external users
• Manage partner information within Salesforce CRM by manual data entry and/or import file creation with accuracy
• Escalate support tickets to experienced product SMEs as necessary
• User account provisioning and maintenance of accounts for products supported by Wellvana. To include but not limited to Salesforce, Learn, Clarity Train, Clarity Prod, and/or Clarity Test
• Run Learn user feed to import users into Learn
• Complete user audits of users listed in Salesforce and Clarity
• Create ICC for new Accounts
• Creating structured responses for automated ticket responses
• Process STFP requests
• Create Test users 
• Create and run report queries
• Run user reports
• Send the first responses to tickets that come to the helpdesk.

Requirements

What’s Required:

• Integrity: The right way is the only way. 
• Dependability: You do what you say you’re going to do. 
• Advocacy: You fight for the best possible outcome for providers and their patients. 
• Clarity: You make it all understandable. 

Education:

• High school diploma or equivalent, required. Associate degree or some college, preferred.

Years of Related Experience:

• 1-3 years of help desk/Tier 1/IT or SaaS support experience (or equivalent)
• Healthcare environment experience preferred

Skills:

• Take initiative and be dependable
• Strong time management and organizational skills. Able to meet SLAs
• Preferred knowledge of proper ICD-10-CM, CPT, and HCPCS coding guidelines and principles
• Experienced with various EMR systems
• Strong critical thinking skills
• Strong communication skills 
• Problem-solver 
• Preferred knowledge of ACO industry, Medicare programs and medical terminology