Client Support Specialist at Memora Health (W18)
Digitize and Automate Complex Care Workflows
Remote- U.S. Based
Full-time
About Memora Health

Memora Health helps healthcare organizations digitize and automate complex care workflows, making them simple for patients and clinicians to navigate. Memora ingests existing data on clinical workflows, converts them into cohesive messaging journeys that guide patients through their care episodes, and automates the completion of simple follow-up tasks in the EMR. Memora's platform reduces care team notifications by nearly 40%, has a >70 average NPS, and has improved clinical outcomes across various populations.

About the role

Memora Health works with leading healthcare organizations to make complex care journeys simple for patients and clinicians so that care is more accessible, actionable, and always-on. Our team is rapidly growing as we expand our programs to reach more health systems and patients, and we are excited to bring on a Client Support Specialist. 

In this role, you will be responsible for performing the initial technical platform build during client implementations and prioritizing and owning resolution of all inbound client issues and requests. You should not only be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems.

 

Primary Responsibilities:

Become an expert on Memora’s platform features, internal processes, and tools

Address and troubleshoot complex end user problems and own issues to resolution, effectively communicating troubleshooting steps or resolution with client stakeholders

Own technical, client-facing environment setup for onboarding clients

Create and maintain client-facing knowledge base articles about our products and services

Identify client pain points to support product improvements

Help improve and maintain internal SOPs for the Client Experience team 

Create client-specific analyses to demonstrate value of Memora solutions

 

Qualifications (Required):

1-3 years of technical client support and/or technical client onboarding experience

Ability to collaborate across multiple internal and client stakeholders through excellent written and verbal communication skills

Excellent analytical and problem-solving skills

Demonstrated process improvement experience

Ability to handle ambiguity and demonstrate resilience in a rapidly changing environment

 

Qualifications (Bonus):

Prior experience at a fast-growing startup is a plus

Prior experience in the healthcare technology industry

Familiarity with customer support software (e.g., Salesforce Service Cloud, JIRA, Zendesk)  

Working knowledge of Javascript or Chrome Dev Tools

Familiarity with APIs (e.g., REST, WebSockets, etc.)

Experience with at least 1 object-oriented programming language

Troubleshooting experience (including debugging) and some development experience with web-based applications

 

What You Get:

An opportunity to work on a rapidly scaling care delivery platform, engaging thousands of patients and care team members and growing 2-3x annually

Enter a highly collaborative environment and work on the fun challenges of scaling a high-growth startup

Work alongside world-class clinical, operational, and technical teams to build and scale Memora

Shape how leading health systems and plans think about modernizing the care delivery experience for their patients and care teams

Improve the way care is delivered for hundreds of thousands of patients

Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and plans

Ownership over your success and the ability to significantly impact the growth of our company

Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, PTO, Macbook, and a 401(k) plan

 

About Memora Health:

Memora Health helps healthcare organizations digitize and automate care journeys, making complex care delivery simple for patients and clinicians to navigate. Memora Health ingests existing data on clinical workflows, converts them into cohesive messaging journeys that guide patients through their care episodes, and automates the completion of simple follow-up tasks in the EHR. Memora's platform reduces care team notifications by nearly 40%, has an average patient NPS over 70, and improves engagement and clinical outcomes across diverse populations. Memora Health is headquartered in San Francisco, CA, with clients and team members around the world, and is backed by Andreessen Horowitz, Transformation Capital, AlleyCorp, Frist Cressey Ventures, Martin Ventures, Kevin Durant and Rich Kleiman's Thirty Five Ventures, Sachin Jain, and several other strategic healthcare groups.

 

Applicants must be currently authorized to work in the United States on a full-time basis. Memora Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Technology

N/A

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