Hypercare Specialist

Job Description
We are seeking an experienced Hypercare Specialist for one of our global Healthcare Client’s corporate onboarding teams. This opportunity is the perfect fit for someone who has a strong background in customer service support, trouble shooting skills, and excellent communication skills.
The Details:
Location:
Remote, East Coast
Duration:
6-month contract
Competitive compensation and incentive plan
What you’ll do:
In this Hypercare Specialist role, you will be directly responsible for assisting in developing and managing the Hypercare strategy and approach to multiple project launches involving a multitude of donor centers.
Additionally, you’ll:
Manage tasks and follow up on tickets submitted to IT by the centers to quickly identify solutions and establish standard processes for streamlining the flow of ticket resolution Work with IT on ensuring necessary data is provided to manage proper reporting metrics.
Follow established customer service approach to managing solution timelines.
Prioritize key defects and problems that need to be resolved, and escalate Hypercare issues in accordance with established governance structure
Assist internal Business Units during IT launches in the centers on troubleshooting issues related to the application process.
Ensure institutionalization of a Hypercare process and playbook standards for all aspects of planning, execution, and stabilization periods.
Identify opportunities to streamline Hypercare, share best practices with peers and leaders and implement continuous improvement actions on a regular basis.