Clinical Operations Specialist

Accountabilities:: Manage implementation processes, onboarding activities, and ongoing customer support for clinical technology integrations, including electronic prescriptions, electronic labs, claims, insurance billing, laboratory ordering, identity verification, and customization workflows. Serve as first-line technical support for customers using clinical integrations, responding quickly and accurately to questions and issues that may have a direct impact on patient care. Troubleshoot complex technical and onboarding issues through email-based support, screen-sharing sessions, and customer or vendor calls, escalating issues appropriately when necessary. Work closely with the ClinOps Program Manager to create and maintain processes, policies, documentation, and educational resources related to clinical integrations. Build strong cross-functional relationships with Product, Engineering, Customer Success, and Marketing teams, sharing customer feedback and identifying opportunities to improve products and workflows. Identify recurring patterns in customer questions and technical issues, advocate for improvements, and contribute to a better overall customer experience. Track product updates, outstanding items, follow-ups, and customer communications while proactively keeping stakeholders informed of changes and progress. Help maintain high standards for security, privacy, and compliance, including adherence to requirements associated with HIPAA and other applicable healthcare frameworks. Requirements: 5–8 years of hands-on experience in implementation and customer support, with required experience working for a software-as-a-service company; healthcare technology experience is highly valued. Strong technical foundation across areas such as single sign-on, two-factor authentication, billing and invoicing, modern browsers, mobile operating systems, help desk platforms, email deliverability, and interpreting log files. Ability to operate as a technical customer-facing generalist who can investigate unfamiliar problems, ask effective questions, use available resources, and identify practical solutions quickly. Excellent written and verbal communication skills, with the ability to explain complex technical subjects clearly and simply to both technical and non-technical audiences. Strong interpersonal skills and the ability to communicate effectively with healthcare professionals, care navigators, physicians, vendors, third-party support teams, executives, and internal stakeholders. Highly organized and detail-oriented, with the ability to manage multiple priorities, switch contexts effectively, track outstanding work, and operate independently in a lean environment. A proactive and improvement-oriented mindset, with the confidence to identify inefficient processes, suggest changes, and advocate for better customer workflows. Familiarity with customer and operational tools such as Help Scout, Stripe, SendGrid, Slack, Zoom, Google Workspace, Mixpanel, and Basecamp is beneficial. Strong interest in healthcare technology and customer experience, with a willingness to remain in a customer-facing clinical operations role and continuously develop expertise. Fluent English communication skills, both written and spoken. U.S. work authorization is required. Availability to work Monday through Friday, 9:00 AM–5:00 PM EST, with occasional holiday support shifts. Holiday hours worked can be taken as equivalent time off on another day. Benefits: Base salary of $85,000–$102,500 annually. Fully remote, full-time position. Monday–Friday schedule, 9:00 AM–5:00 PM EST. Opportunities to grow, learn, and strengthen expertise within clinical operations and customer-facing healthcare technology. Supportive environment with autonomy and flexibility to improve processes and solve customer problems. Holiday coverage is compensated with equivalent time off on another day for the hours worked. Inclusive workplace committed to equal e