Customer Support Operator

| Santa Monica

At PatientPop, we believe healthcare providers should focus their attention on delivering quality care to patients. That's why we take a holistic approach to improving every digital touchpoint along the patient journey with the leading all-in-one practice growth solution. 

We've helped thousands of providers since our founding in 2014. Along the way, we cultivated an incredible work environment — one of the best, according to Great Place to Work.

Our dedicated team brings a blend of experiences that drives innovation and customer success. Our culture of continuous innovation allows employees to thrive personally and professionally. And our bustling (dog-friendly!) offices are in an enviable location: just two blocks from the beach and around the corner from 3rd Street Promenade.

Now, we want you to be a part of it all.

How you will contribute:

As part of the Customer Support team, the Operator will efficiently and professionally answer overflow calls from the various Customer Success teams (Client Success Managers, Support, Integrations, Onboarding). You will be monitoring calendars for awareness of individuals who are out of office

This role will develop a strong understanding routing and distributing calls in our TalkDesk phone software system, as well as how to properly create and assign Support cases using Salesforce. You will also be setting call back appointments via Chilipiper. This position will assist on special projects as needed and provide valuable feedback to our teams.

This role will provide the right candidate with an opportunity to learn more about PatientPop and ideally develop into full Customer Support Representative position within the company.

Skills you’ll bring:

Requirements:

  • Attention to detail and follow-through
    • Answer all incoming calls in a prompt, polite, professional manner
    • Provide clear and concise written messages to customers using proper spelling and grammar
  • Prior experience answering a high volume of calls
  • Answering and routing overflow calls from various Customer Success teams using TalkDesk software
  • Asking appropriate questions to efficiently route customers to the correct department
  • Document accurate customer contact information and detailed notes in a Salesforce case record; assigns case to the appropriate queue or specific Case owner
  • Excellent time management with the ability to be consistently on time
  • Experience in healthcare settings
  • Familiarity with Salesforce or Zendesk ticketing systems preferred
  • Familiarity with TalkDesk or other VOIP phone systems preferred
  • Past experience as an office admin/manager preferred

Why you're important to us:

The Customer Support Operator will provide a crucial customer experience role within PatientPop. As part of our frontline teams, you will set the tone and meet the needs of customers looking to maximize their business and experience with PatientPop offerings and platform. You'll help direct customers to the departments they need, ensuring quick resolution for any customer inquiries.

In 90 days you will:

You will be trained on TalkDesk phone software and systems. You will learn the various responsibilities of PatientPop teams with an aim to efficiently route customers to solve their needs. You will also be trained on how to create, assign, follow up and monitor cases for completion. You will quickly become an expert in our product and learn what each of our teams does, resulting in quick and efficient customer experience.


PatientPop has one simple mission: help healthcare practices thrive. Our solution is the leading all-in-one practice growth platform that's HIPAA-compliant and helps providers promote their practice online, attract patients, and retain them for life. Learn more at patientpop.com


We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • VueLibraries
    • Backbone.jsFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • InVisionDesign
    • SketchDesign
    • MoqupsDesign
    • Google DrawingsDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM

Location

A block from Ocean Ave., the beach, tons of restaurants and Third Street Promenade: eat, sunbathe, shop -- or do all three -- on your break.

An Insider's view of PatientPop

What’s the vibe like in the office?

There's a lot of chemistry. All of us are, honestly, really good friends. I know that sounds cheesy and everybody probably says that, but we do a lot of fun stuff together outside of work. Those relationships make communication and collaboration that much stronger during work.

Kirsten

Manager of Customer Success

What kinds of technical challenges do you and your team face?

We are currently working on ways to streamline our internal workflows. I love creating and improving our automation tools so that our implementation managers can focus more on their providers and less on the backend.

David

Web Administrator

How does the company support your career growth?

PatientPop allows the flexibility for us (graphic designers) to push our platform's limits and learn how to create within boundaries, which is vital to the success of any artist.

Patric

Sr. Website Designer

What unique initiatives do you have that encourage innovation?

At PatientPop, we’re big believers in transparency. It’s important to Travis and myself that we arm our employees with all of the information they need to make decisions. We empower them to make those decisions autonomously.

Luke

Co-Founder and Co-CEO

What unique initiatives do you have that encourage innovation?

On the engineering team, everyone from interns all the way to a Sr. Engineers are given a lot of autonomy and responsibility. So you’ll notice as early as your first day, you're already working on the product and with the team to get something delivered. That's really unique.

Aashin

Director of Engineering

What are PatientPop Perks + Benefits

PatientPop Benefits Overview

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contribute to our business success.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Fully paid dental coverage for full-time employees.
Vision Benefits
Fully paid vision coverage for full-time employees.
Health Insurance Benefits
Fully paid healthcare coverage, with premium buy-up options.
Life Insurance
Wellness Programs
PatientPop provides over 20 partnerships with local studios for employee discounts along with wellness classes onsite!
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
PatientPop offers 12 weeks of paid paternity leave for primary caregivers.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Three weeks paid time off for all employees and four weeks for tenured employees of three years or longer. We also provide a $1500 vacation stipend at your fourth anniversary!
Paid Volunteer Time
We encourage employees to give back and offer 16 hours of paid volunteer per year.
Paid Holidays
10 paid holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
PatientPop offers free parking, metro memberships, Uber, and scooter credits to make sure you can get to/from work with ease.
Company Outings
Stocked Kitchen
Some Meals Provided
Catered lunch on Thursdays.
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

As a company we share common values of honesty and accountability. We’re mentors and team players who believe that happy employees support one another at all levels of the business. Leadership sets the tone for an organization, and we focus on fostering a positive, collaborative environment.

Our people are at the core of our strategy, so it’s our mission to attract and retain the very best talent in the industry. We implement world class training for our teammates and next generation of leaders, and create a transparent performance management system that rewards exceptional performance.

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contributes to our business success.

Here’s a quick look at a few of our many perks:

Paid time off:
Three weeks of paid vacation
Paid Volunteer Time off
Employee Anniversary Awards such as PatientPop swag, birthdays off, a vacation stipend and additional PTO at anniversary milestones.

Professional Development:
PatientPopTalks - Speaker series that brings new conversations and discussion topics regarding technology, design, healthcare, business trends, etc.
PatientPop University
Employee and manager mentor program

Employee Wellness:
100% Fully paid health care, dental and vision plans for employees
Weekly wellness events including in office massages, meditation, yoga, pilates and more
Sponsored team sports like volleyball, softball, basketball and a running club

Office Perks:
Dog-friendly workplace; you can bring your best friend to the office (every day is a great day with our furry friends running around)
Weekly catered lunches
Kombucha and cold brew coffee on tap
Delicious snacks stocked daily, including local, organic produce
Flats of La Croix in every flavor

Team Building:
Team events including trivia night, board game night, baseball games, beach days
Community volunteer events including paid volunteer time off days
Ping pong tournaments (our CEOs play, too)
Regular themed company happy hours
Monthly birthday celebrations

More Jobs at PatientPop34 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
Marketing
Operations
Product
Project Mgmt
Sales
Content
Operations
new
Santa Monica
Product
new
Santa Monica
Developer
new
Santa Monica
Operations
new
Santa Monica
Developer
new
Santa Monica
Developer
new
Santa Monica
Operations
new
Santa Monica
Sales
new
Santa Monica
Sales
new
Santa Monica
Operations
new
Santa Monica
Developer
new
Santa Monica
Data + Analytics
new
Santa Monica
Developer
new
Santa Monica
Data + Analytics
new
Santa Monica
Sales
new
Santa Monica
Operations
new
Santa Monica
Operations
new
Santa Monica
Project Mgmt
new
Santa Monica
Design + UX
new
Santa Monica
Developer
new
Santa Monica
Data + Analytics
new
Santa Monica
Operations
new
Santa Monica
Project Mgmt
new
Santa Monica
Developer
new
Santa Monica
Sales
new
Santa Monica
Content
new
Santa Monica
Sales
new
Santa Monica
Operations
new
Santa Monica
Design + UX
new
Santa Monica
Operations
new
Santa Monica
Sales
new
Santa Monica
Marketing
new
Santa Monica