Position:  Field Support Coordinator
Location:  Cincinnati, OH
Job Id:  527
# of Openings:  1

Title: Field Support Coordinator
Location: Cincinnati Corporate Office
Full-time, Exempt 
The Field Support Coordinator is responsible for responding to and determining the appropriate action needed to resolve issues presented by Field Ambassadors across the PatientPoint lines of business (Physician Practices, Hospitals and Health Systems). This role’s primary function is to use problem-solving skills, product knowledge, independent judgment and decision-making skills to provide assistance to Ambassadors regarding PatientPoint products and services. The Field Support Coordinator will respond to support tickets via phone, e-mail and Internet (chat and screen share).
  • Gather information necessary to resolve customer issues and probe for further details.  
  • Resolve customer concerns or escalate issues when appropriate.
  • Initiate outbound contact with Ambassadors and/or customers to follow up on issues to ensure resolution and satisfaction.
  • Support internal teams with new product and/or feature testing.
  • Engage in consistent communication with others to strengthen teamwork, in addition to providing suggestions and feedback for continuous improvement while maintaining a positive attitude.
  • Document all issues and the plan to correct, as well as resolution, in ERP.
Requirements and Desired Characteristics
  • At least 2 years’ experience working in a customer service role (required)
  • Proven track record of successfully resolving customer issues and increasing customer satisfaction (required)
  • Knowledge and expertise in or the ability to rapidly learn the Company’s products and services (required)
  • Solid functional experience with Microsoft Word, Excel and Outlook (required)
  • Must be able to multi-task and work effectively in a fast-paced and constantly changing work environment
  • Ability to switch rapidly between tasks with no loss in efficiency and effectiveness
  • Demonstrated problem solving and independent judgment skills with ability to acknowledge when issues should be escalated
  • Excellent attention to detail with the ability to retain the knowledge of product, procedures and customers
  • Excellent written and verbal communication skills with the ability to explain our products and processes to our third-party vendors and customers
  • Ability to remain calm in stressful situations and flexible in changing work environments
  • Ability to display strong organization and prioritization skills by planning work efforts to maximize efficiencies and productivity
  • Ability to work independently and collaborate with a team
  • Experience working with Salesforce.com or other CRM/Support Ticketing system (a plus)
This is an excellent opportunity and includes a competitive pay and benefits package, including health, dental, vision, disability, and life insurance as well as 401(k) retirement plan with matching company contribution, paid time off, and holidays. No relocation is available.  
PatientPoint® is the trusted innovator of patient and physician engagement solutions at the point of care. For 30 years, PatientPoint has delivered positive outcomes for patients, providers and sponsors with its award-winning health education and innovative technologies. From primary care to specialty practices, urgent care clinics to hospitals, PatientPoint offers a comprehensive communication platform that provides patient engagement solutions across care settings. Learn more at www.patientpoint.com                                                                              Employer is EOE/M/F/D/V

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