Medsender

• Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat. • Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds. • Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority). • Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices. • Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution. • Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).

• Own customer implementations end-to-end: manage onboarding from kickoff through go-live, including timelines, action items, and stakeholder coordination. • Configure customer workflows: set up permissions, routing rules, queues, templates, and customer-specific settings to match real-world clinic operations. • Implement referral workflows: map intake, triage, routing, follow-up, and status tracking into Medsender for efficient referral operations. • Support EHR-related workflows and integrations (as applicable): coordinate requirements, assist with testing and validation, and ensure go-live readiness. • Lead Zoom trainings and enablement: run live trainings for front desk staff, referral coordinators, and clinical teams; tailor sessions to user roles and workflows. • Document and communicate implementation needs internally: when issues require deeper investigation, escalate with clear detail (context, expected vs actual behavior, steps tried, screenshots, customer impact, and urgency). • Improve implementation playbooks and resources: create and maintain checklists, guides, and training materials to make onboarding faster and more consistent over time. • Operate in a HIPAA-aware environment: handle sensitive information appropriately and follow minimum-necessary practices.

• Lead Generation: Research and identify potential clients in the healthcare sector, including hospitals, clinics, and private practices. • Outreach: Conduct outreach through various channels, including phone calls, emails, and social media, to initiate conversations with potential clients. • Qualification: Qualify leads through effective questioning and understanding of their needs, pain points, and decision-making processes. • Collaboration: Work closely with the sales team to set up meetings and hand over qualified leads for further engagement. • CRM Management: Maintain accurate records of all interactions and update the CRM system with lead information, status, and follow-up actions. • Market Awareness: Stay informed about industry trends, competitor offerings, and Medsender’s product features to effectively communicate value propositions. • Reporting: Provide regular feedback and reports on outreach efforts, lead quality, and conversion metrics to the sales leadership team.