Onboarding and Support Specialist

About Stellar Health:

Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes.

At Stellar Health, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the Stellar App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way.

Stellar is a US-based Health-tech backed by Top VCs (General Atlantic, Point72, & Primary Venture Partners)​​ with an established product & proven operating model. We’ve shown that we make a real difference for physician practices and their patients.

About the position:

Stellar is seeking an Onboarding and Support Specialist (L1) who will play a pivotal role in ensuring a seamless experience for our customers from onboarding to ongoing support. As a key link between our company operations and our customers, you will provide comprehensive training to our new Medical Group users and deliver hands-on customer service through accurate and timely responses to inquiries.

Reporting to the Director, Provider Operations, and collaborating closely with Product, Engineering, and Strategic Operations teams, you will be instrumental in maximizing the value our providers and users derive from the Stellar App throughout their journey on our platform. You will also have the opportunity to actively contribute to new initiatives as we pilot processes and expand the Onboarding & Support function within our company. You will spend the majority of your days working directly with providers and users over training calls, customer support tickets, and outbound outreach. If you are passionate about healthcare technology and possess a talent for delivering exceptional customer service, we encourage you to apply.

What you’ll do:

• Serve as the initial point of contact for customers via various communication channels (phone, email, and live chat)
• Provide group and 1:1 training to new Medical Group users to ensure a smooth onboarding experience.
• Reproduce and troubleshoot user issues or product bugs and provide clear and accurate solutions.
• Develop a deep understanding of our software product (the Stellar App), features, and functionality. Stay up-to-date with product updates and enhancements
• Contribute to knowledge base articles for common issues.
• Assist customers in understanding and effectively utilizing the Stellar App by providing step-by-step guidance and training
• Collaborate with Operations, Product, and Engineering teams to diagnose and resolve technical user problems promptly.
• Escalate incidents in a timely and efficient manner, ensuring accurate reporting and documentation.
• Author and maintain support documentation to improve user experience or efficiency of product support activities.
• Gather customer feedback and insights, relaying them to the product development and QA teams for continuous improvement. Recommend creative solutions to enhance the user experience.
• Adhere to company policies and procedures, including data security and privacy standards, to safeguard customer information and uphold the highest ethical standards.

As Onboarding and Support Specialist you should have:

• Prior experience in a software technical support or training role (such as customer experience, training specialist, customer support)
• Dedication to delivering world-class customer experience. You exhibit empathy, courtesy, helpfulness and efficiency.
• Excited about helping providers and users - comfortable communication across multiple channels
• Excellent communication, interpersonal skills, and professional writing skills to clearly articulate information and make recommendations that improves the customer experience
• Strong critical thinking, organizational skills and the ability to work effectively in a fast paced, ever evolving environment
• Admiration for teamwork and the ability to work with different internal groups to enhance our customer’s experience
• Experience with Zendesk helpful, but not required

Pay:

The salary range for this role is $63,000 - $75,000 and will be eligible for a quarterly performance based bonus. Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

Stellar reserves the right to change our compensation bands at any time.

Perks & Benefits:

Stellar offers a carefully curated selection of wellness benefits and perks to our employees:

• Medical, Dental and Vision Benefits
• Unlimited PTO (and ask our recruiting team about the ways we make sure employees are actually taking PTO)
• Universal Paid Family Leave, with up to 21 weeks of fully paid leave available to new parents and caregivers
• Company sponsored One Medical memberships and Citibike memberships
• Medical Travel Benefits
• A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations
• Stock Options & a 401k matching program
• Career development opportunities like Manager Training, coaching, and an internal mobility program
• A broad calendar of company sponsored social events that for our in-office and remote employees

Diversity is the key to our success. Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.

Stellar Health Employment Privacy Notice

At Stellar Health, your privacy and security as a job seeker is a priority no matter where you are in the interview process. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team.

• Please note that any communication from our recruiters and hiring managers at Stellar Health about a job opportunity will only be made by a Stellar Health employee with an @stellar.health email address.
• Stellar Health does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information.
• We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the Stellar Health People Ops Team with an @stellar.health email address.

If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate, please contact [email protected]. If you believe you've been a victim of a phishing attack, please mark the communication as “spam” and immediately report it by contacting the U.S. Federal Trade Commission.