HST Pathways

Customer Support

• The HST Pathways Customer Support Specialist serves as the customer’s point of contact for all service and support related questions for all HST Pathways application offerings.
• The support specialist role requires the ability to troubleshoot and resolve application and customer workflow problems with exceptional customer service skills.
• Deliver an exceptional client experience by identifying and documenting client needs and issues.
• Answer incoming customer inquiries, applying problem solving techniques, educating clients and following issues through to successful resolution.
• Provide consistent, timely, professional and high-quality client support.
• Establish procedures to ensure client satisfaction and quality service delivery.
• Communicate and collaborate across teams and departments to help solve issues.
• Participate in quality assurance and application testing of software as required.

Customer Support Specialist

Call Center Representative

• Conduct patient experience surveys via outbound phone calls.
• Clearly explain survey purpose and questions to respondents in a neutral, professional manner.
• Accurately record survey responses and ensure data integrity.
• Maintain strict confidentiality and comply with HIPAA and organizational privacy policies.
• Meet productivity, quality, and response rate benchmarks.
• Handle patient interactions with empathy, professionalism, and cultural sensitivity.
• Identify and escalate patient concerns or issues according to established procedure.
• Document call outcomes and update survey systems accurately.
• Participate in training, calibration sessions, and quality assurance reviews as required.