Location: Virtual, USA Posted 07/22/2021
Salucro is a company that is changing the way people make healthcare payments. Salucro is a high-growth software and service company specializing in payment solutions for the $800B self-pay healthcare market. We are seeking dynamic and talented people to join our agile team and take responsibility for building the next generation of our innovative products in a highly secure network infrastructure and environment.
Benefits Offered
401K, Dental, Life, Medical, Vision
Employment Type
Full-Time
Overview
The Sr. Operations Analyst is a subject matter expert on Salucro’s Payment Platform and works across multiple teams including implementation, support, finance, and product to help resolve complex customer issues, both pre and post implementation, delivering long term internal and external customer satisfaction. This can range from small projects across Salucro’s Client Services Team, to large enterprise-level client implementations.
Major Duties & Responsibilities
- Finance liaison with customers, business unit leaders, development, product, and solution team(s).
- Facilitating and ordering, troubleshooting, and training of hardware for existing and new customers.
- Initial onboarding oversight to manage documentation and understand the needs and growth of Partner Operations and provide direction to the team to carry out necessary goals for successful onboarding.
- Manage Live Site Event reviews and analysis of downstream impact.
- Provide Analytics on Salucro Products, integrations, and driving the customers utilization rate.
- Being the voice of the customer to drive migrations and new product offerings.
- Facilitate Partner Operations Requests and operational escalations/scheduled tasks.
- Work with Customers on Advanced Operational Support requests and financial requests.
- Complete the account creation process and trouble-shoot to resolve customer issues both pre and post implementation.
- Assist with facilitation of boarding new clients to processing partner’s platforms in coordination with the finance and legal departments.
- Provide guidance to client services and other internal customers and external customers on technical capabilities to help them execute high priority initiatives.
- Manage Level III Support escalations to resolve effectively and efficiently to drive customer satisfaction.
- Manage Salesforce Queue Activity for Client Services.
- Manage the quality and timeliness of client support deliverables and escalate when necessary.
- Guide and oversee acceptance and functional testing; coordinate UAT with QA and Implementation Analysts.
- Training and documenting new features and feature updates for internal and external customers.
Skills, Experience, & Minimum Requirements
- Bachelor’s Degree in related field or equivalent combination of education and experience.
- A minimum of 5 years’ experience in a customer facing role, preferably in financial services, payment processing, healthcare, software, or information services with a good understanding of project management, technology and applications.
- Proven track record of working with customers on deployment, adoption, and short- and long-term projects with a clear record of meeting or exceeding performance goals.
- A passion for delivering excellent customer service.
- Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels.
- Strong project management skills with a demonstrated ability to manage on-time software projects.
- Ability to influence others without direct authority, skillful negotiator with strong conflict management skills.
- Strong technical aptitude with the ability to rapidly learn new systems and provide training and support to others.
- Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Project, Visio, etc.).
- Solution oriented, able to understand a problem at its core and develop long-term and scalable solutions
- Natural at building trusted relationships with key stakeholders within customer organizations to drive successful outcomes.
- Able to quickly identify issues and triage as necessary, pulling in the right partners to drive to resolution.
- Working knowledge of clinical applications/EHR or patient accounting systems a plus.
Virtual candidates will be considered. Background and drug screening required prior to employment. Salucro is an equal opportunity employer and participates in E-Verify.
To apply, email salucrohr.us@salucro.com with the subject line [Salucro Application] Senior Operations Analyst, including a cover letter and your resume to be considered.