Product Support Specialist

General Summary

Responsible for aiding in delivering product success and enhancing awareness of product capabilities and value. This role involves analyzing product performance, maintaining detailed documentation, troubleshooting product challenges, delivering training to both Sales and clients, and collaborating with cross-functional teams to identify and implement solutions. Additionally, this role coordinates a variety of administrative functions including database maintenance, patient navigation services, and report generation.

Duties and Responsibilities

Remote Work Capable

Essential Functions:

• Partners with the Sales team to provide high-quality service of products and responds appropriately to requests for service and/or assistance.
• Provides a monthly operational review that includes monitoring product financial performance, operational challenges, and opportunities.
• Evaluates the results, utilization, and value of established products and services to proactively identify opportunities for improvement of the product/solution.
• Serves as solution resource to the Sales team to research and resolve questions or issues from employers and their employees.
• Serves as a liaison between patients/employees and vendor partners, addressing concerns, providing education on services, product navigation, and facilitating communication.
• Collaborates with Sales and vendor partners to lead product implementations of newly sold groups.
• Establishes and maintains accurate and up to date employer group data within the employer database.
• Provides reporting to employers on product utilization and outcomes.
• Compiles data and prepares regularly scheduled and special reports, analyses, and statements, including employer invoices.
• Develops and maintains integrated and comprehensive product lifecycles and other supporting documentation (SOPs, product guides, market plans, etc.)
• Collaborates with marketing and sales teams to create compelling messaging and materials for external communication.

Common Expectations:

• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
• Excellent analytical skills with the ability to interpret data and make data-driven decisions.
• Passion for healthcare and a commitment to improving people's lives through innovative products.

• Estimated Travel Amount: 30% - Occasional onsite support for client events and meetings, as well as visits to facilities to optimize operational performance.

Qualifications

Minimum Education:

• Bachelors Degree In Business Administration, Finance, Marketing, Communications, Science, Project Management, Operations Management, or Public Health. Required

Work Experience:

• 3 years Experience in product management, healthcare, analytics, or project management. Required

Driver's License Statement:

Must possess a valid driver's license in the current state of residence. Driving record must meet requirements established by WellSpan Risk Management.

Knowledge, Skills, and Abilities:

• Product management.
• Product development.
• Project management.
• Wellness and wellbeing.
• Process improvement.
• Operations.
• Problem solving.
• Presentations skills.
• Knowledge of healthcare clinical issues and care delivery.
• Communication skills.
• Analytical skills.
• Ability to work as part of a team and as part of a matrix.