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Technology Targeting Substance Use

Senior Customer Support Representative

$50k – $55k • No equity
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Company Overview

DynamiCare Health is a digital platform that helps people monitor and change their use of drugs, opioids, alcohol, and tobacco. DynamiCare empowers people to perform substance tests through our app anytime, anywhere, through connected breathalyzer and saliva drug tests, verified by selfie video. The app can also track treatment attendance using GPS, creating accountability and encouragement. Family members, employers, and health plans can leverage financial support through our platform as rewards for healthy behavior. Rewards are provided via a smart debit card that blocks access to bars, liquor stores, and cash withdrawals, and excessive spending. Healthcare providers can see detailed data about participants’ progress through the DynamiCare Analytics portal, which sends real-time risk alerts when clients are in trouble. DynamiCare is a highly evidence-based, cost-effective, and scalable solution to one of the largest problems facing healthcare.

Job Overview

We are seeking a highly energetic and engaging individual with a passion for solving problems for customers to lead a small customer support team where other members operate in a part-time capacity.
This position requires a person who is comfortable working independently, making judgements and decisions that are in the best interest of the company and those we serve, is highly skilled in the use of technology, and has patience in working with customers who are less technology savvy. Customers can be individuals who are using our app for their own recovery, providers who are using the provider portal in their work with individuals who are using the app, and family members.
The right candidate will not only seek to solve immediate concerns of our customers, but will take initiative and work with the rest of the DynamiCare team to continuously improve our offerings, delivery of our services, and the quality of our customer support. We aim to be the most customer-centric company in our industry and believe every touchpoint with our customers is an opportunity to not only improve their satisfaction with our product, but also an opportunity to motivate and encourage success in recovery. The right candidate will adopt these attitudes and produce excellent results.

Responsibilities

-Understand DynamiCare’s vision, offerings, and the members we serve
-Learn DynamiCare’s workflows and partner program’s needs
-Identify, document, and resolve customer complaints and concerns quickly
-Use present information and feedback to prevent future issues
-Support the broader organization in resolving issues and improving our offering
-Reach out to members via text/email/voice/video communication to provide answers to their inquiries and assist them in finding a resolution to their concerns
-Respond to member needs while maintaining a high degree of customer satisfaction
-Ensure members feel heard and that their issues are resolved quickly and completely (ideally on first contact)
-Make decisions to resolve member issues efficiently by not only meeting their immediate needs, but also by ensuring they have future access to support tools, and by promoting self-sufficiency (can include teaching members how to use aspects of their smartphone and/or the internet which may not directly relate to DynamiCare’s services)
-Use judgement and clear decision-making to apply goodwill offers when appropriate
-Be well versed in Apple iOS and Android Operating Systems
-Review substance test videos to ensure compliance with DynamiCare’s policies and recommendations
-Use a customer support platform to document, resolve issues, and track and report on performance metrics regularly
-Use a text message service and a secure telehealth platform for voice/video communications with customers
-Use email and an instant messaging service to communicate internally and with vendors
-Manage junior customer support representatives
-Other duties as needed

Qualifications

-A self-starter with strong communication skills
-Passionate about supporting members who struggle with substance use
-Comfortable with the use of technology
-Organized
-Driven by details
-Task orientated
-Takes initiative to solve problems independently
-Has a thoughtful and creative approach to problem-solving
-Adaptable to change in a startup environment
-Deadline driven
-A quick learner
-Comfortable and capable of making decisions quickly and functioning independently
-Manages time and tasks effectively allowing time to take on new projects
-A person with previous customer support experience (2-5 yrs)
-This role is part of the Customer Support Team and will report to the Sr. Director of Clinical Operations & Growth.

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