Company Description

American Well is a leading telehealth platform in the United States, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. With its belief that digital care delivery will transform healthcare, American Well offers a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.

Brief Overview:

The Technical Support Specialist will provide frontline resolution of issues reported by providers, healthcare staff, and patients. They will ensure the solutions and experiences we deliver meet and exceed our customers’ needs and team standards. This person will be a key part of the Clinical Support Team and will work closely with cross-functional teams across the organization to deliver awesome to our customers!

The Clinical Support Team operates in a 24/7 environment and shifts may include evenings and/or weekends. This position is expected to work up to 28 hours per week.

Core Responsibilities:

  • Provide exceptional front-line support and act as the primary contact for hospitals, clinics, medical staff and end users via phone, email, and live chat
  • Perform technical troubleshooting and problem-solving of user’s mobile devices and applications, web-based systems, hardware devices, and network connectivity
  • Utilize call-handling, incident management, and communication skills to accurately diagnose, document, and determine the necessary path for resolution; escalating as necessary to Support Engineers
  • Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
  • Respond, analyze, and escalate system monitoring alerts
  • Create and maintain customer self-service knowledge base articles using Salesforce
  • Maintain a constant focus on exceeding expectations the first time, every time
  • Ability to work in fast-paced environment and quickly adapt to process changes
  • Must be able to work atypical shift hours including evenings and weekends
  • Perform other duties as assigned

Qualifications:

  • 1-2 years’ experience of demonstrating excellent customer service skills in a technical support, helpdesk, or equivalent role
  • Competent in communicating technical information to both technically inclined and non-technical individuals
  • Technical competencies including troubleshooting software/hardware systems. (i.e. Windows and Mac computers, Web and mobile applications, Browsers, etc.)
  • Comfortable supporting mobile devices such as iPhone, iPad, and Android
  • Effective in using MS Office Suite products (Outlook, Word, Power Point, Excel, etc.)
  • Analytical, critical and deductive reasoning required to troubleshoot user’s issues
  • Ability to multi-task, follow defined processes/procedures, and take direction positively
  • Experience troubleshooting wireless network infrastructure and video conferencing endpoints preferred
  • Experience with Medical and Healthcare Industry and Terminology preferred
  • Clear, concise, professional and thorough verbal and written communication skills
  • High School diploma or equivalent GED preferred

Additional information

Your Team:

Should you join American Well and the Clinical Support team, you can expect:

The Clinical Support team is a growing organization within American Well. This team illustrates excellent communication skills with all levels of management, excels at multi-tasking and displays A+ problem-solving skills. The Eligibility and Billing Specialist is a new role on the Support team, which provides the opportunity to help shape and mold the way this role progresses. Additional responsibilities are available as the individual masters current workload, and there is potential for growth. 

Working at American Well

American Well is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a go-getter culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.  Our Seattle office is located right downtown at 999 3rd Avenue.  In addition to the opportunity to build the future of healthcare technology and prime office space in Seattle business core, we offer:

  • Unlimited Personal Time Off (Vacation time)
  • 401K match
  • Competitive healthcare, dental and vision insurance plans
  • Free gym access – on-site
  • Free bike storage – on-site
  • Complimentary snacks and drinks

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