Description

Company Overview

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.

HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.

Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.

We’re proud of our values-forward culture that offers our people:

• Mission-oriented work
• Diverse and inclusive culture
• Competitive Compensation & Bonuses
• Comprehensive Insurance Plans
• Mental and Physical Health Support
• Work-from-home flexibility
• Fitness Center Reimbursements
• Streaming Good time off for volunteering
• Wellness workshops
• Buddy Program for new HealthStreamers
• Collaborative work environment
• Career growth opportunities
• Continuous learning opportunities
• Inspiring workspaces to collaborate and connect with other HealthStreamers
• Free employee parking at our Resource Centers in Nashville, Boulder and San Diego

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN, Boulder, CO, and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Overview

We are seeking a skilled Customer Experience Systems Administrator to support and enhance our Salesforce platform while managing key customer experience systems, including our telephony and chat tools. This role will be evenly split between Salesforce administration and customer experience systems management. The ideal candidate has 1-3 years of Salesforce administration experience, basic telephony and chat system knowledge, and a strong willingness to learn and grow in these areas. Experience with Salesforce Connect for Amazon AWS or similar systems is a plus.

Key Responsibilities

You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

Customer Experience Systems Administration (50%)

• Manage and optimize our chat tool, including training the bot behind the scenes to improve automation and customer interactions.
• Administer and enhance telephony systems integrated with Salesforce, with a focus on Salesforce Connect for Amazon AWS.
• Manage and configure the IVR (Interactive Voice Response) system to improve call routing and customer experience.
• Troubleshoot and resolve chat and telephony system issues, collaborating with senior team members as needed.
• Work with stakeholders to implement enhancements and integrations that improve the customer experience.
• Monitor system performance and recommend optimizations based on usage data and feedback.
• Maintain documentation and provide training for customer experience tools and features.

Salesforce Administration (50%)

• Manage and configure Salesforce, including Flows, fields, page layouts, record types, permissions, and custom settings.
• Gather and analyze user requirements, designing solutions that align with business needs.
• Implement platform enhancements and automation to streamline processes and improve user experience.
• Build and maintain reports and dashboards to provide insights into key business metrics.
• Collaborate with the Business Enablement (BE) Team to ensure alignment of data and reporting needs.
• Maintain data integrity through quality assurance and data management best practices.
• Manage user accounts, roles, and licenses, ensuring proper security and accessibility.
• Collaborate with stakeholders to address platform-related issues and enhancements.
• Provide ongoing support and training to Salesforce users.

Qualifications

Requirements

• 1-3 years of experience in Salesforce administration.
• Experience with chat tools, including training and optimizing automated chatbots, is a plus.
• Beginner-level understanding of telephony systems, including IVR management, with a strong willingness to learn and develop expertise.
• Experience with Salesforce Connect for Amazon AWS or similar telephony systems is a plus.
• Salesforce Certified Administrator credential is required.

Qualifications

• Strong analytical and problem-solving skills.
• Experience in building reports and dashboards within Salesforce.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and interpersonal skills to work effectively with cross-functional teams.
• Self-motivated with a commitment to continuous learning and development.
• This position offers the opportunity to blend Salesforce expertise with customer experience systems management, contributing to an efficient and engaging customer experience.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
• Paid Time Off
• Parental Leave
• 401k and Roth
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• Short- and Long-Term Disability
• Medical Bridge Insurance
• Critical Illness Insurance
• Accident Insurance
• Identity Protection
• Legal Protection
• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement

Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.