Customer Enablement Specialist

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. From MRIs to tests for TBIs, our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

The Enablement Specialist is a crucial member of Scan.com’s Operations team, assisting the Enablement Manager in creating, organizing, and maintaining the tools and resources needed to enable efficient and effective customer service across all of the Operations roles. In this role, you will focus on assisting the Enablement Manager in creating onboarding and training content for all of the Operations roles, knowledge base management, continued training content creation and internal communication systems. This individual will ensure that the Customer Operations team is equipped with the latest information, best practices, and training to manage end-to-end processes efficiently.

The Enablement Specialist will work closely with key stakeholders across scheduling, operations, medical records, legal/billing team, as well as the Interoperability team. The role involves managing the knowledge base and leading the fulfillment process for end to end requests from attorneys, patients and our providers.

WHAT YOU WILL BE GETTING INVOLVED IN:

• Knowledge Base Development & Maintenance:
• Regularly audit knowledge base content, conducting quarterly cross-functional audits to verify information accuracy and relevance
• Collaborate with cross-functional teams (scheduling, medical, interops) to gather and synthesize updates, ensuring the knowledge base reflects the latest processes, protocols, and resources
• Creating resources for each role based on feedback from the team and direction from the Enablement Manager
• Training and Enablement: Processes and Technology
• Design and develop training programs and materials for onboarding new team members and continuous education for existing staff
• Leverage and understand current tool set (Front, DialPad, Scan Product) to enhance customer experience and agent productivity 
• Coordinate and lead training sessions, both in-person and virtual, ensuring that team members are fully equipped to handle their roles and deliver best-in-class service
• Work with department leaders to identify training needs and gaps in skills or knowledge, then develop solutions to address these gaps
• Plan and facilitate regular workshops and training events to reinforce knowledge and share best practices across teams
• Internal Communications:
• Produce and distribute a weekly internal newsletter that keeps the Customer Experience team informed of new updates, processes, and important company announcements
• Ensure the newsletter content is clear, concise, and relevant, and work closely with team leaders to collect updates and requests
• Act as the main point of contact for gathering input and feedback from the customer operations organization to share in the newsletter and other communication channels
• Meeting Coordination & Facilitation: 
• Capture key action items and decisions during enablement meetings and ensure they are communicated to all relevant stakeholders
• Cross-Functional Collaboration:
• Serve as a liaison between the customer operations team and other departments (e.g., scheduling, medical, and interops) to ensure smooth process flows and information sharing
• Assist in process improvement initiatives by collecting feedback from team members and coordinating cross-functional feedback loops to optimize customer operations
• Ensure that a continuous improvement and customer perspective is integrated into enablement projects and initiatives, particularly in areas of training and resource development
• Customer Reference Request Management:
• Manage the process and fulfillment of customer reference requests across all products, ensuring timely and accurate delivery of references for both internal and external stakeholders
  

WHAT YOU MIGHT BRING TO THE TABLE:

• Bachelor’s degree in Business Administration, Operations, Communication, or a related field
• 1+ years of experience in customer operations, training, knowledge management, or a related field
• Proven experience in building or managing knowledge bases, training programs, or internal communications in a fast-paced environment
• Exceptional organizational skills with a strong attention to detail
• Strong written and verbal communication skills, capable of crafting clear and engaging content for internal communications
• Ability to prioritize and manage multiple tasks, working both independently and collaboratively
• Proficient in knowledge base management software, CRM systems, and training platforms
• Strong problem-solving skills, with the ability to implement creative solutions to enablement challenges
• Experience working cross-functionally with teams in operations, scheduling, or healthcare is a plus

HOW WE WILL INTERVIEW YOU:

We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

1. Introductory call/interview with Devin, our Senior Talent Partner. The call is via telephone and will last around 30 minutes.
2. Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview that will deep-dive into the role and technical needs.
3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible.
4. Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.
5. Offer!

BENEFITS:

We go beyond the basics with our benefits package. Here’s what you can expect from us:

• Salary range of $60,000 - $70,000
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!