Customer Service EAS Specialist - Remote Eligible

Customer Service Specialist

Hint Health is the leading digital health company dedicated to supporting the growth and success of the Direct Primary Care (DPC) movement. With a mission to power direct care and make it the new standard, the Hint Core platform supports thousands of clinics and networks across the nation, providing care for over a million members. Hint also produces Hint Summit, the leading DPC innovation conference and supports Hint Connect, a curated national network of independent DPC clinics. Founded in 2013, the company is headquartered in San Francisco, CA.

We are looking for a Customer Service Specialist who can support integrations and features targeted at our Scale and Enterprise accounts. This person will be the main point of contact for our clients who use Eligibility Autosync (EAS) to manage their employer groups and lead their onboarding experience by running meetings, answering questions through email, configuring SFTP credentials, resolving data errors through our UI, and escalating any large data quality issues to the appropriate teams.

Key Responsibilities

• Ensure client files are accurately and efficiently ingested into Hint
• Act as the internal Autosync technical subject matter expert
• Implement, manage, and maintain our data feeds
• Oversee all issues management and escalation of file errors, including issues that may arise from the SFTP file exchange
• Be the main point of contact for accessing and updating files internally, as well as communicating directly with external parties for resolution and offering feedback when necessary to alter files for correctness

• Maintain high-quality data across the Hint data ecosystem
• Identify large data quality issues and know when and how to escalate to other teams at Hint.
• Reconcile data discrepancies between file and what is processed in Hint to ensure client and Hint data matches
• Review invoices to ensure file data has been translated into Hint correctly.

• Miscellaneous
• Ensure clients are appropriately billed for EAS
• Understand how to bulk update records
• Familiar with PGP encryption process
• Familiar with SFTP process and tools - can also use terminal
• Complete tracking of new EAS file feeds through our data pipeline
• Works to improve processes by sharing feedback with Hint's Product team

Your background

• Proficient in Excel and or Google Sheets
• Understanding of best practices for auditing and cleaning large data sets
• Highly organized, detail-oriented, with a demonstrated ability to identify and prioritize problems, while also managing stakeholder expectations; comfortable with ambiguity
• Outstanding ability to interpret, analyze, and communicate back data concepts and terms
• Experience with highly secure and sensitive domestic healthcare data
• Strong time management skills
• Strong and proactive communication skills

Life at Hint

Our team is inquisitive, kind, open, and smart. We share glimpses of our lives—introducing our kids and pets—and host virtual hangouts to stay connected. Our employee Slack channels include spaces for women, caregivers, and our Diversity & Inclusion Committee. We also have regular cadences for company all-hands updates and team learning sessions so all Hinters can stay connected to how their work is changing the landscape of healthcare.

Hint has taken the Parity Pledge and is committed to racial and gender parity. Furthermore, those historically underrepresented in tech—including people of color, immigrants, members of the LGBTQ+ community, people with disabilities and veterans—are encouraged to apply. We look for the best candidate for the job based on demonstrable skills, and do not screen for educational background, age, or markers of socioeconomic status.

Benefits

At Hint we support our teams to be their best by taking care of them and providing attractive benefits.

* Competitive compensation of base salary & stock options

* Progressive paid parental leave for both parents

* Remote-first workplace, home office stipend & optional in-person meet-ups

* Flexible working hours, flexible vacation, & paid national holidays

Additional benefits by location

United States

* 401(k) plan

* Comprehensive medical, dental, & vision + DPC membership or HSA stipend

Canada

* Extended healthcare & dental coverage + HCSA stipend

As Hint Health is a remote company, we use e-verify for all US employees to complete an I9. More about this can be found here and here.