Network Health Specialist

ContextMedia is a health information services company, building digital media technologies to deliver lifestyle education to patients to improve health outcomes. Headquartered in Chicago with a second office in New York City, we are the fastest-growing company in the industry impacting millions each month through contextual and actionable video and interactive programming in physician practices nationwide.

The Network Health team is responsible for ensuring our patient education systems – waiting room TVs, exam room tablets, interactive digital wallboards and WiFi access points – are online and updating at all times. Every product is connected to our Chicago office through remote management software, and the Network Health Specialists (NHS) proactively monitor this to identify devices that may have dropped connectivity. When a connection loss is identified, the NHS will call into the physician practice to provide impeccable customer support and remote IT troubleshooting.

This position requires you to exercise independent judgment and discretion in order to solve significant member issues. We want you to think outside the box, deviating, when necessary, from established protocols to find creative solutions to problems while identifying any errors that have caused particular issues. We ensure that we are meeting members’ short and long-term business goals with respect to our products and that healthcare providers are happy with our services. You will be handling and resolving complaints and grievances with a smile, positive attitude and can-do spirit. We aspire to continually improve our efforts to deliver stellar customer service! ContextMedia’s mission is to provide educational tips to live healthier to prepare a patient for a better conversation with their physician. If the system goes off-line, we are not able to fulfill our mission. The Network Health Specialist is a critical player in fulfilling this mission.

* Outstanding customer service skills * Aptitude and interest to learn basic technology/troubleshooting concepts; no formal IT knowledge required * Excellent written and verbal communication skills * Self-discipline to proactively manage network health, analytical aptitude to identify patterns and trends, and a drive to exceed goals * Effectively balance competing priorities * Solutions-oriented attitude and ability to adapt to future product innovations and services * Sincere passion for ContextMedia’s mission and ambitious goals