Zendesk Expert Needed for Healthcare Workflow Configuration

We are looking for an experienced Zendesk Expert / Zendesk Consultant to help us configure Zendesk properly for our healthcare clients. Now we need a Zendesk specialist who can clarify the client’s operational workflows and configure Zendesk in a clean, scalable, and practical way.

About Project

The goal is to set up Zendesk as a structured ticketing and workflow management system for a healthcare / psychiatry practice.

Zendesk should help the client manage different types of requests, assign tickets to the right team members, improve visibility for team leads, and create a reliable process for tracking open, resolved, and staff-owned tickets.

Our team has already completed integration work between Spruce, GoHighLevel, and DrChrono and we need add ZenDesk

Responsibilities

You will work with the client to clarify requirements, recommend the best Zendesk structure, and configure the Zendesk instance properly.

• Review the client’s current workflow draft and clarify missing requirements
• Recommend the best Zendesk setup for ticket types, groups, roles, ownership, and views
• Configure Zendesk ticket fields, forms, categories, statuses, priorities, tags, and custom properties
• Set up groups and team structure for Support, NPC, Billing, and other departments
• Configure ticket assignment logic, such as round-robin, workload-based assignment, or manual
• Set up triggers, automations, macros, views, and SLAs where appropriate
• Configure email-to-ticket flow
• Help define a clean process for showing Zendesk ticket numbers and ticket links in related systems
• Create reporting views for open tickets, resolved tickets, tickets by owner, and team performance
• Identify risks, edge cases, and limitations before implementation
• Document the final Zendesk configuration and explain it clearly to non-technical staff

Required Experience

Please apply only if you have strong practical experience with Zendesk configuration.

Required skills:

• Proven experience as a Zendesk Administrator, Zendesk Consultant, or Zendesk Implementation Specialist
• Experience setting up ticket fields, forms, views, groups, triggers, automations, macros, and SLAs
• Ability to translate business workflows into a practical Zendesk setup
• Experience running requirements clarification or discovery sessions with clients
• Good understanding of support operations, ticket ownership, team assignment, and reporting
• Strong written and spoken English
• Ability to work independently and communicate clearly

Strong Plus

The following experience is highly preferred:

• Healthcare, medical practice, or HIPAA-related project experience
• Familiar with DrChrono, Spruce Health or GoHighLevel
• Experience with REST APIs, webhooks, n8n or Zapier, Make
• JavaScript, JSON, or API customization experience
• Zendesk certification
   

Important Notes

Our team already has technical integration experience with Spruce, GoHighLevel, and DrChrono. We are not looking only for a developer. We need someone who can own the Zendesk configuration side, ask the right workflow questions, and help the client make good operational decisions.

You should be comfortable saying, “This process needs clarification,” or “This workflow would be better handled this way in Zendesk” and explain why.