Network Health Specialist (Customer Service)

WHO WE ARE

ContextMedia:Health improves health outcomes for patients, providers and life science companies. We provide technologies incorporating hardware, software and media content that educates, empowers and activates people living with a chronic condition to improve their quality of life. With presence in 25,000 healthcare practices nationally, we continue to scale 265% YOY and have been recognized by Forbes, Crain's and Inc for our culture, business growth and innovation.  

We are a group of creative problem-solvers - with hustle and grit in our DNA - who fight until we win, and do so collaboratively. We believe in communication with transparency, purpose before self and ownership over outcomes. 

WHO WE NEED

The Network Health team is responsible for ensuring our patient education systems – waiting room TVs, exam room tablets, interactive digital wallboards and WiFi access points – are online and updating at all times. Every product is connected to our Chicago office through remote management software, and the Network Health Specialists (NHS) proactively monitor this to identify devices that may have dropped connectivity. When a connection loss is identified, the NHS will call into the physician practice to provide impeccable customer support and remote IT troubleshooting.

This position requires you to exercise independent judgment and discretion in order to solve significant member issues. We want you to think outside the box, deviating, when necessary, from established protocols to find creative solutions to problems while identifying any errors that have caused particular issues. We ensure that we are meeting members’ short and long-term business goals with respect to our products and that healthcare providers are happy with our services. You will be handling and resolving complaints and grievances with a smile, positive attitude and can-do spirit. We aspire to continually improve our efforts to deliver stellar customer service!

ContextMedia’s mission is to provide educational tips to live healthier to prepare a patient for a better conversation with their physician. If the system goes off-line, we are not able to fulfill our mission. The Network Health Specialist is a critical player in fulfilling this mission. 

INTERESTED IN LEARNING MORE? HEAR FROM NHS TEAM MEMBERS - WATCH THIS VIDEO!

QUALIFICATIONS

  • Outstanding customer service skills 
  • Aptitude and interest to learn basic technology/troubleshooting concepts; no formal IT knowledge required
  • Excellent written and verbal communication skills
  • Self-discipline to proactively manage network health, analytical aptitude to identify patterns and trends, and a drive to exceed goals
  • Effectively balance competing priorities
  • Solutions-oriented attitude and ability to adapt to future product innovations and services
  • Sincere passion for ContextMedia’s mission and ambitious goals

HOW TO APPLY

Please submit a resume and cover letter describing why you'd like to join the ContextMedia family.


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