Intake Specialist
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Job Description
Remote IT Intake Specialist providing first-level software support for Dragonfly Health’s hospice and post-acute care platform. Managing tickets, troubleshooting access issues, and coordinating healthcare partner resolutions.
Responsibilities:
- Serve as the first point of contact for inbound calls and emails from homecare agencies, providers, and other customers seeking assistance with proprietary software applications
- Provide first-level technical support for login difficulties, password resets, system navigation, and basic functionality questions
- Create, document, and manage support tickets, accurately capturing relevant information and escalating when necessary
- Troubleshoot common software and order fulfillment issues
- Communicate with healthcare partners, internal departments, and technical support teams to coordinate issue resolution and provide updates
- Assess customer inquiries, identify appropriate resources or departments, and route requests efficiently
- Help users navigate systems confidently and support seamless delivery of care
Requirements:
- High school diploma or equivalent required
- At least six months of customer-facing experience
- One year of experience in a call center, help desk, technical support, or healthcare environment strongly preferred
- Strong verbal and written communication skills
- Proficiency with Microsoft Office, web-based applications, and accurate data entry
- Familiarity with customer support or ticketing systems is a plus
- Strong problem-solving and organizational skills
- Ability to manage multiple requests, follow established procedures, and take ownership of customer issues
- Proactive, adaptable approach to learning new systems and working collaboratively
- Spanish-speaking skills are a plus but not required
- Flexibility to accommodate established work schedules and potential on-call rotations, including overnight coverage
Benefits:
- Comprehensive Benefits Package (Health, Dental, Vision, PTO, Sick Time, 401k w/match, etc.)
- Growth Opportunity and Career Advancement
- Agile and Adaptable team culture
- Innovative and revolutionary technology solutions
- A higher calling to provide quality patient care
- Continuous learning and skill development opportunities
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