Provider Support Specialist

Company Overview:

Skin Clique, founded in 2018 by Dr. Sarah Allen in Charleston, SC, has carved out a niche in providing in-home, on-demand medical aesthetic services across the nation. Our commitment to delivering top-quality, medical-grade treatments and complementary skin care products, all within the comfort of our clients' homes, truly sets us apart. Currently, Skin Clique partners with >500 providers in 41 states, and our goal is to expand our provider team to over 1,000 in the next year. Skin Clique offers its patients luxury, innovation in skincare, and exceptional customer experience. Skin Clique Team Members are committed to delivering quality while consistently striving to remain ahead of the curve.

Position Description:

Skin Clique is actively seeking a compassionate and dynamic Provider Support Specialist to join our dedicated team. In this vital role, you will provide immediate and effective support to our advanced practice providers, utilizing our specialized Microsoft support platform. Your deep understanding of our operations and software, combined with your exceptional customer service skills, will be essential for success in this position.

As a Provider Support Specialist, you will play a key role in ensuring our providers have the necessary support to deliver top-quality, in-home medical aesthetic services to our clients. You will troubleshoot issues, offer solutions, and assist with the seamless integration of our software into their daily workflows. Your ability to respond promptly and efficiently to provider inquiries and challenges will directly impact the overall satisfaction and effectiveness of our provider team.

This position requires a proactive and collaborative approach, working closely with various departments to enhance our support services continuously. Reporting to the Provider Support Manager, you will also have opportunities to contribute to the development of support resources and training materials, helping to empower our providers with the tools they need for success.

Role + Responsibilities

Customer Service Excellence

• Respond promptly to customer inquiries through various channels including phone, email, and online platforms.
• Foster positive relationships with providers by providing knowledgeable and empathic service.
• Work closely with providers to understand their requirements and offer solutions that align with their needs.

Knowledge and Expertise

• Stay updated on the company’s products and services to offer accurate information to providers.

Communication and Coordination

• Collaborate with internal teams, including provider success, finance, shipping and logistics, compliance, recruiting, and executive team to address provider concerns effectively.
• Relay feedback from providers to the relevant departments to facilitate continuous improvement.
• Escalate concerns with appropriate urgency.

Documentation and Record Keeping

• Accurately document all communications with providers in the Microsoft-based CRM system (Dynamics).
• Maintain confidentiality of sensitive provider data in accordance with privacy laws and company policies.

Training and Development

• Participate in training and development programs to enhance knowledge and skills.
• Assist in the development of training materials and manuals based on the feedback received from providers.

Requirements

• High school diploma or equivalent. Bachelor’s degree desired.
• 2-3 years' experience in a customer service role.
• Empathetic, compassionate, and energetic demeanor with a customer-centric approach.
• Stellar verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Multitasking aptitude in high-paced settings.
• Exceptional time management, especially when juggling a busy inbox and phone.
• Tech-savvy and adaptable to new software/tools.
• Proficiency in Microsoft Office; familiarity with Microsoft Dynamics is a plus.
• Experience with Zenoti or EMR/EHR software is advantageous.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive healthcare benefits package.
• Opportunity to work in a dynamic and innovative aesthetics company.
• Collaborative and inclusive work environment.
• Professional development opportunities to enhance skills and stay up-to-date with industry trends.