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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer escalations while ensuring compliance with healthcare regulations such as HIPAA. Proficient in developing training materials and collaborating across teams to enhance customer retention and satisfaction.
Highest-signal resume keywords
Customer Escalation ManagementCRM Proficiency (Salesforce, Zendesk)Healthcare Compliance (HIPAA)Problem-Solving SkillsVerbal and Written Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceAccount ManagementSaaS Subscription ManagementEHR Software UnderstandingEscalation Protocol DevelopmentKPI RefinementDocumentation in CRMTicketing SystemsOrganizational SkillsNegotiation Skills
Soft Skills
ProfessionalismEmpathyCollaborationAttention to Detail
Industry Keywords
Healthcare RegulationsEscalation ProcessCustomer Retention SolutionsBilling and Finance CollaborationCustomer Communication
About the role
Key responsibilities & impact- Own the escalation process for Plus customers
- Collaborate with Product, Engineering, QA, Support, and Compliance teams to resolve escalated issues
- Communicate with customers by phone and email to understand cancellation reasons and offer retention solutions or alternative services
- Develop training and knowledge base materials with Support to prevent future escalations
- Provide customers with transparent updates and manage expectations
- Develop and refine escalation protocols and KPIs, ensuring SLAs are met or exceeded
- Handle escalations in compliance with healthcare regulations, including HIPAA
- Document escalation requests, feedback, and resolutions in CRM or ticketing systems
- Collaborate with billing and finance teams on final invoices, refunds, and outstanding balances
- Assist with support-related escalations involving customers who threaten to leave
Requirements
What you’ll need- 2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalations
- Understanding of EHR software and healthcare industry regulations is a plus
- Excellent verbal and written communication skills
- Ability to handle difficult conversations with professionalism and empathy
- Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar)
- Strong problem-solving and negotiation skills
- Detail-oriented with strong organizational skills
- Must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Indiana, Maryland, Minnesota, Missouri, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Texas, Virginia, or Washington
Benefits
Comp & perks- Healthcare (medical, dental, vision); company pays for up to 75% of health insurance for both employee and dependents; some plans with HSA options
- Basic term and optional term life insurance
- Short-term disability (paid for by the company) and long-term disability
- 401(k) and employer-matched retirement plan
- Accrued paid time off: 120 hours per year, increasing to 160 hours in years 3–5 and 200 hours in years 5+
- Fully remote work