Client Support Analyst Permanent

The Support Analyst is a lynchpin in our Client Success delivery model. The person in this role is charged with responding to and resolving client inquiries and issues related to DASH, our patient access technology platform. Success in this role requires a deep understanding of Radix Health solutions, our technology applications, integrated 3rd party technology applications, and our clients’ needs. The ideal Analyst is comfortable diving into challenges, prioritizing tasks independently and frequently, communicating clearly across teams and organizations, and operating within a fast-paced, dynamic startup environment.

Why You Should Join Us

At Radix, you can make a direct impact on access to care, working with medical groups that provide care for millions of patients annually

You will work on challenging problems with lots of room for growth

You will join a team of people who love what they do, work hard, are intellectually curious, and treat each other with respect

Key Responsibilities

• Provide timely, helpful responses and basic troubleshooting assistance to clients by phone and e-mail; assist non-technically oriented clients with the use of our Web-based software
• Take clear ownership of designated issues submitted by customers; manage difficult customers and customer expectations effectively and professionally seeking help from team members as necessary
• Provide Engineering and other team members with clear and complete information, carry out recommended diagnostic steps and gathering information as necessary
• Escalate issues to management when needed
• Communicate clearly and precisely with customers regarding technical issues, setting expectations for callbacks and follow-up regarding their issues; maintain complete and accurate log of customer interactions and technical details
• Develop and manage a metrics-based SLA framework to drive continuous improvement within our organization
• Provide on-call support to address urgent issues when they arise
• Develop, implement, and manage operational policies and procedures for day-to-day efforts to drive a sense of urgency and empathy for clients throughout the organization

Skills and Qualifications

• Self-Motivated – Hands-on, self-motivated, and highly inquisitive style. Demonstrate willingness to increase product, procedural, and technical knowledge through self-training, work with colleagues, and experience with client issues.
• Research and Analytical Skills – Robust ability to dive deep into information and articulate core findings in a simple manner
• Communication – Highly articulate; communicate effectively and professionally with peers, supervisors, and clients
• Professionalism – Interacts professionally and courteously with all clients and peers. Remains easily approachable, reacts calmly in stressful situations, and receives constructive criticism well
• Project Management – Able to manage multiple projects simultaneously transparently, while communicating and coordinating with others regarding priorities
• Ability to Work with Cross-Functional Teams – Collaborate closely with internal and external team members to solve problems
• Attention to Detail – In our world, the details matter and have a major impact on client success, so we look for people who take the extra time to look closely at their work
• Technology Expertise – General understanding of enterprise software applications, users, and databases.
• Familiarity with the Health Care Industry – health care is hard, so it’s important to understand our clients and the challenges they face

Education and Certifications

Associate/Bachelor/Certification required

2-5 years of related work experience

Travel or Other Requirements (if applicable)

Weekend and/or after hours work may be required

About Radix Health

Radix Health is a technology company that believes that patient experience starts with patient access. Our data-driven solutions align provider supply with patient demand, maximizing existing capacity and reducing delays in care. We help leading medical groups to optimize every step of a patient’s appointment journey – from alerting patients to needed care, helping them find the right provider, scheduling an appointment across multiple channels, and engaging with patients until the day of their visit. We take the busy work out of getting patients in the door so you can focus on the hard work of keeping them healthy. To learn more, please visit