Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse.We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message.We do not conduct interviews via instant messaging.About the RoleIntegrations is a primary focus at Tebra and the Technical Operations team holds a key role in activating, maintaining the health of our integrated practices through troubleshooting, and offboarding.When a practice has its online schedule integrated with an EMR/EHR/PMS, it improves key performance indicators, decreases churn, increases their average lifetime value, and provides enhanced benefits for the patients that find them online.The Technical Operations team supports internal and external teams through a deep understanding of the integration logic -- this is necessary to troubleshoot and provide solutions for both the practices and the company.Your Area of Focus Periodically, activating or offboarding integrated accountsPeriodically dispatching surveys manually.Respond to and resolve technical cases throughout various stages of the customer lifecycle within 5 days or lessReduce the risk of churn by owning the customer's problems, troubleshooting on the fly, and working through issues with the practiceObtain examples of what is not functioning properly and investigateDocument integration-related processes, FAQs and departmental training guidesLog all information in SalesforceDocument what configurations were adjusted on every call so that future CS employees can see what has been changed and whenSupport internal and external teams with technical integration issues and/or questionsUse your curiosity to figure out what specifically is going on and how you can get things worked outSolve problems while being cautious of the repercussions that can come from making changes to live integrationsBecome proficient in explaining and teaching technical processes in a non-technical wayWork directly with an office manager, doctor, or marketing contact who may not be familiar with the technical aspects of our product and servicesUnderstand various types of integrations and workflows that are specific to each practice by asking open-ended questions about what the practice is experiencing and what their expected result isUncover which integrations Tebra supports and make suggestions that compliment both the practice and PatientPop solutionProvide appropriate customer feedback to internal teamsProvide product specific feedback and suggestions to our engineering and product teamsShare and instruct best practices so that internal customer-facing teams develop an understanding of how a practice should be using their integrationsPartner and liaise with the Engineering department on advanced and escalated integration casesWork on completing various high-level investigation cases at a timeTake ownership of every case and reach out every 2-3 days to ensure you're providing the support they needFocus on resolving cases to the customers' satisfactionReceive 90% or higher on the customer feedback survey and a 4.8+ CSAT score Your Professional Qualifications Salesforce, Jira/ConfluenceSQL knowledgeKnowledge/Experience with various EMRs, EHRs, or Practice Management Systems1-2 years of customer facing experience, preferably in SaaS or Tech About TebraKareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being.While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra.Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere.Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice.At Tebra, we're building the future of well-being together.That shared vision for tomorrow begins with compassion and humanity today.Our ValuesStart with the Customer We get to know our customers - and their patients - and look at the world through their lens.Keep It SimpleHealthcare is too complex.We aim to simplify it for everyone.Stay Entrepreneurial We reject the status quo and solve problems with creativity, perseverance, and a bias to action.Better TogetherWe are diverse, humble, and collaborative.We put the team first and win together.Celebrate SuccessLife is short and joy is underrated.We take time to have fun and celebrate success.Perks & Benefits To assist with all of life's needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount!We also offer a number of resources to help you keep your mind and body healthy.Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.#LI-EH1 #LI-Hybrid
