Hypercare Specialist

We are seeking an experienced Hypercare Specialist for one of our global Healthcare Client’s corporate onboarding teams. This opportunity is the perfect fit for someone who has a strong background in customer service support, trouble shooting skills, and excellent communication skills.

The Details:

• Location: Remote, East Coast
• Duration: 6-month contract
• Competitive compensation and incentive plan

What you’ll do:

• In this Hypercare Specialist role, you will be directly responsible for assisting in developing and managing the Hypercare strategy and approach to multiple project launches involving a multitude of donor centers.

Additionally, you’ll:

• Manage tasks and follow up on tickets submitted to IT by the centers to quickly identify solutions and establish standard processes for streamlining the flow of ticket resolution Work with IT on ensuring necessary data is provided to manage proper reporting metrics.
• Follow established customer service approach to managing solution timelines.
• Prioritize key defects and problems that need to be resolved, and escalate Hypercare issues in accordance with established governance structure
• Assist internal Business Units during IT launches in the centers on troubleshooting issues related to the application process.
• Ensure institutionalization of a Hypercare process and playbook standards for all aspects of planning, execution, and stabilization periods.
• Identify opportunities to streamline Hypercare, share best practices with peers and leaders and implement continuous improvement actions on a regular basis.

Requirements

Required Qualifications:

Who you are:

• An experienced Hypercare Specialist who will work cross-functionally within a matrixed organization in close partnership with Technology and Process teams to identify root cause problems, gather materials, create messaging, and offer input about implementation of programs.

What you have:

• Bachelor’s degree or equivalent work experience.
• Roughly 3-5 years of technical customer service support experience dedicated to managing pre- launch and post-launch Hypercare programs across multiple regions.
• Excellent troubleshooting skills with a strong attention to detail and problem resolution.
• Experience in project management along with top-notch organizational skills preferred.
• Strong written and verbal communication and interpersonal skills required to successfully engage with stakeholders at multiple levels of the organization.
• Savvy customer service approach to engagement across multiple levels of the organization.
• Knowledge of MS Teams and Suite, MS Word, and Excel.