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Digital Customer Representative

About the client:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are looking for a Digital Customer Representative (DCR) to support our global customers who have implemented the Instructure Learning Platform and provide them with an exceptional customer experience. DCRs will play a key role in supporting our customers across the globe by executing the digital transformation of the Instructure customer experience.

Job Summary:

The Digital Customer Representative will manage the Instructure digital customer experience for our dynamic, but smaller customers. DCRs will activate and monitor the Instructure digital customer journey playbook and identify opportunities and risks for customers in this segment. DCRs will be successful by automating the Instructure customer journey, identifying success and risk trends, and actioning plays that align to observed trends that increase retention, and customer satisfaction and grow revenue.

Job Details:

  • Onsite Work Setup - Eastwood, QC
  • Monday to Friday | 8 AM to 5 PM EST or 8 AM to 5 PM Philippine time
  • *Following Philippine Holidays

Responsibilities:

  • Manage the Instructure digital customer experience for all assigned customers
  • Monitor the digital customer journey outcomes and identify opportunities and risks
  • Own communication in the customer success inbound queue, directing the customer to the appropriate resources and contacts to achieve their goals
  • Deploy automated implementation and adoption activities and track customer progress through implementation to ensure success
  • Develop and enable one-to-many digital campaigns and response templates for frequently asked customer questions and communications
  • Ensure data integrity standards are maintained in Gainsight and Salesforce as they relate to customer engagement tracking and product utilization
  • Assist in coordinating customer success-led one-to-many webinars & other campaigns by identifying the right contacts, sending invites, tracking attendance, and sending follow-ups. Digital Customer Success will also collaborate with other stakeholders on webinar content
  • Own inbound opportunity generation and qualification
  • Analyze territory customer base to identify and surface growth opportunities for AE
  • Customer response times aligned with targets
  • Data and Reporting fluency (including utilization reports, adoption reports, trends in customer questions/requests, etc.)
  • Ability to build relevant and engaging customer-facing assets (including webinar decks, and one-pagers)
  • Addressing trends, including identification, documentation, communication, recommendations for action plans, and collaboration with Customer Success Manager
  • Actioning of feedback from surveys, customer conversations, etc.

Qualifications:

  • College degree (BS, BA, etc.)
  • Exceptional communication skills both written and verbal
  • Experience building one: many digital campaigns with efficient processes
  • Digital Marketing experience or background is a must
  • Comfortable with analyzing data and dashboards
  • Experienced in Google Slides and Canva
  • Capacity to set correct expectations and manage issues to completion
  • Multitask and prioritize tasks in a changing environment
  • Strong team mentality, utilizing internal and external resources strategically and judiciously
  • Demonstrated ability to solve problems and seek solutions
  • Proficiency in CRM systems, customer success platforms, and other relevant tools. Prior experience with Gainsight is desired, but not required.
  • Prior customer-facing background within the software industry, EdTech experience is desired, but not required.

by Carl Trinidad

Content Marketing Specialist

Position Summary:

The Content Marketing Specialist will be responsible for developing and implementing innovative content strategies to drive growth and engagement for the company. This role will focus on creating compelling content for email marketing campaigns, managing content calendars, and conducting market research to stay current with industry trends. The specialist will work closely with various departments, agencies, and vendor partners to ensure successful campaign execution and optimization.

Job Details:

  • Work from home
  • Monday to Friday | 9 AM to 6 PM
  • *There would be occasions when you will be requested to drop by the office.

Responsibilities:

  • Become the content 'expert' for the company
  • Brainstorm new and creative content strategies
  • Collaborate with different company departments, agencies, freelancers, and vendor partners
  • Stay up to date on industry trends and evaluate new, engaging content formats
  • Optimize email marketing campaigns and user funnels
  • Conduct marketing research on competitor content performance and customer behavior
  • Create, coordinate, and implement internal and external communications and marketing content
  • Network with industry experts and potential clients to drive brand awareness, engagement, and lead generation
  • Act as the brand's voice to impress customers and attract new clients through compelling content
  • Utilize social networking opportunities to facilitate sales and increase brand awareness
  • Handle new content projects as needed
  • Perform other content-related tasks as required

Qualifications:

  • Bachelor's degree in Marketing, Communications, or a related field preferred
  • Demonstrated experience in content marketing and email marketing
  • Strong analytical skills and ability to track and measure campaign performance
  • Excellent writing, communication, and collaboration skills
  • Proven ability to stay up to date with industry trends and technologies
  • Ability to handle multiple tasks simultaneously

by Carl Trinidad

Medical Billing Specialist

Position Summary:

The primary responsibility of the Medical Billing Specialist is to assist our clients in collecting payments from the insurance companies for the medical services rendered to their patients. Secondary responsibilities may include charge entry, payment posting, and customer service.

Job Details:

Medical Billing Specialist

Work from home

Monday to Friday| 8 AM to 5 PM (EST)

Responsibilities:

  • Creating batches and post-received payments.
  • Identifying underpayments and preparing documents for appeals.
  • Code claims accordingly with CPT and ICD 10s codes.
  • Post charges to create a claim and submit it to our clearinghouses.
  • Review or update claims corrections and upload required documents in our clearinghouse portals.
  • Contact patients, providers, and payers to check eligibility, pre-cert, or follow up on claims/appeals.
  • Perform other duties assigned by the management.

Qualifications:

  • At least 2 years’ Experience in a similar role.
  • Effective oral and written communication skills
  • Knowledge of medical billing codes, including CPT, claims modifiers, and ICD-10 diagnosis coding.
  • Familiarity with Revenue Cycle Management (RCM) systems, Practice Management Systems (PMS), and tools.
  • Understanding of different types of insurance coverages and claims, including Health, Workers' Comp, and Auto
  • Ability to read and interpret EOBs (Explanation of Benefits)
  • Experience with coordinating with insurance companies.
  • Strong adaptability and ability to learn quickly.
  • Proven efficiency and punctuality in completing tasks.

by Carl Trinidad