Connect Customer Service Specialist - Fully Remote in North Carolina

Position Overview:

The Connect Customer Service Specialist is a key member of the Welltrack Connect team, with two primary responsibilities:

1. Providing responsive and professional customer support to Welltrack Connect community providers, students and when appropriate, university staff
2. Growing the Connect provider network, by actively contacting and communicating with prospective community providers about the benefits of the Connect community.

Key Responsibilities:
Customer Support:

• Manage and triage customer support questions via email and phone, ensuring timely, professional, and empathetic responses.
• Address and resolve inquiries related to the Welltrack Connect software platform, including troubleshooting technical issues and providing guidance for users.
• Assist providers and students with navigating the platform, completing profiles, and utilizing its features effectively.

Provider Recruitment and Engagement:

• Actively recruit prospective community providers, educating them on the benefits of joining the Welltrack Connect platform and the premium subscription services.
• Conduct targeted and general provider recruitment campaigns
• via email and phone.
• Assist providers with onboarding for the Flexible Credits program, answering questions, addressing concerns, and ensuring timely and accurate completion of enrollment requirements.

Administrative and Operational Support:

• Maintain and update the Number Tracking Spreadsheet to ensure accuracy and consistency in data.
• Regular and timely verification of licensure status of new providers and providers with license renewals, including updating of information into CRM and email marketing tools for appropriate follow-up, both directly and supported by AI tools.
• Regularly update provider licensure information and add supervisor details for associate licenses.
• Manage premium subscription features, including provider setup, payment processing, and other administrative tasks.
• Oversee email marketing efforts, including sending bulk emails and maintaining accurate provider lists in marketing tools.
• Consult with internal team members to address complex or unclear inquiries.

Communication and Coordination:

• Respond to inbound calls and provide solutions or escalate inquiries as needed.
• Coordinate recruitment email campaigns and ensure consistent communication with the provider network.

Compliance and Reporting:

• Access and handle PHI (Protected Health Information) in accordance with company policies when managing complaints, facilitating follow-ups, and completing procedural reviews or data analysis.

Other Duties as Assigned:

• Take on additional projects or responsibilities to support the Welltrack Connect team and mission.

About Protocall:
Work at Protocall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way
that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment. During times of stress, this includes but is not limited to staying focused on work tasks and productively using time and energy, presenting a positive disposition, maintaining constructive interpersonal relationships and developing and maintaining appropriate self-care strategies to alter conditions that create stress and to sustain physical and mental health.

Requirements:

• High School Diploma or equivalent.
• 1+ years of experience in customer service, with a preference for candidates familiar with behavioral health licensure credentials.
• Strong verbal and written communication skills, with the ability to troubleshoot and resolve software platform or profile issues.
• Experience supporting customers using a software service and comfort with technical troubleshooting and guidance.
• Exceptional organizational skills and attention to detail, ensuring accuracy in tasks and data management.
• Proficiency in Google Workspace and Microsoft Office.
• Proficiency incorporating AI tools into work processes.
• Demonstrated ability to work both independently and collaboratively in a team-oriented environment.
• A work schedule that allows for timely responsiveness to providers within 24-48 business hours and licensure verification within 48-72 business hours.
• A strong belief in and commitment to the mission of improving mental health care access.

ProtoCall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different