Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!
Summary:
The State Account Specialist is essential to Bamboo Health customer service experience. This role works closely with the State Account Director to provide enhanced client support by developing and maintaining positive customer relations with clients/customers, which can substantially affecttheir experience with Bamboo Health solutions and services. The State Account Specialist will interact with various departments to meet client commitments and customer retention goals. The ability to navigate Bamboo Health software solutions is critical in this role as the State Account Specialist is expected to provide high level technical support, training and change management support for an assigned customer base.
What You’ll Do:
- Provide high-level technical support and training to customers on Bamboo Health products.
- Answer product-related queries and strategize solutions with the State Account Director to meet the customer’s needs.
- Maintain customer relationships and ensure customer satisfaction.
- Provide reports to customers and stakeholders on product performance or other data driven insights as needed.
- Ensure customer issues or questions are escalated appropriately to ensure customer satisfaction.
- Manage and update client technical call agendas.
- Track account metrics.
- Support the State Account Director as needed on issues related to the assigned client base.
- Collaborate on Bamboo Health initiatives aimed at expanding the growth of the business.
What Success Looks Like…
In 3 months…
- Has completed all onboarding activities and has a general understanding of Bamboo Health’s products and its operations.
- Is attending all required meetings and successfully managing and updating all call agendas.
- Is ensuring all assigned client follow up items are appropriately handled in a timely manner.
In 6 months…
- Is successfully understanding and representing support issues within their assigned client base that require escalation to Engineering.
- Has an established rapport with State Account Director(s) that they support and are effectively supporting the client by providing timely and effective updates on actionable items.
- Is actively collaborating in group discussions and required meetings.
- Can log in and perform basic functions within core applications, which ensures the Account Specialist understands our products.
In 12 months…
- Has a good understanding of all applicable products and services such that they are able to answer basic product/feature questions without assistance from the State Account Director or their Manager.
- Has become a subject matter expert (SME) on at least one or more of the features of the products in Bamboo Health’s portfolio.
- Is supporting strategic Bamboo Health initiatives led by the State Account Management team.
What You Need:
- A mission-driven focus with a passion for spearheading change in complex healthcare environments, awareness of payer/provider reimbursement models, and interoperability/healthcare tech trends
- Bachelor’s degree or equivalent experience
- Three years of experience in technical account support, customer service, project management.
- Superior knowledge of Microsoft Word, Excel, and PowerPoint, or comparable software.
- Excellent critical thinking and strategic problem-solving skills.
- Must have strong organizational, customer management, written and oral communication skills.
- A high level of judgment, analytical ability, and creativity in investigating problems that require original and strategic innovative solutions.
- Experience working in a fast-paced, rapidly changing work environment.
- A work environment that is conducive to high quality virtual interactions. This includes but is not limited to being able to work from a quiet space with minimal interruptions or distractions, and a strong internet connection.
What You Get:
- Join one of the fastest growing health IT companies in the country
- Have the autonomy to build something with an enthusiastically supportive team
- Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors
- Receive competitive compensation, including equity, with health, dental, vision and other benefits
Belonging at Bamboo
We Care. #BambooHealthValuesCare
Every human being has the right to the best possible healthcare. Our solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time – regardless of physical, behavioral, or social barriers.
We’re a great place to work because we care. We continually seek to learn about our differences and ensure the unique identities and contributions of all employees are welcome, valued and celebrated.
Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams, cultivating a sense of belonging, combating biases, and actively removing barriers to equity.
Bamboo Health is proud to be an Equal Employment Opportunity and affirmative action employer.
To protect our applicants from fraudulent recruitment activity, we recommend that all applicants verify the validity of an interview and hiring process by visiting our website www.bamboohealth.com. All valid job postings will be listed on our careers page. Bamboo Health does not conduct interviews via text and will not request sensitive information such as banking details during the application process.
