Employment Type : Full-Time

Overview :

- The Customer Support Specialist will resolve platform or service problems by clarifying the customer's inquiry, determining the cause of the issue, and providing the best resolution in real time and/or follow up communications. The ability to possess and build knowledge of the healthcare revenue cycle management and payment processing markets will be key to success. The Specialist will be required to multitask multiple channels of communication while maintaining world class customer service and demonstrating extraordinary problem- solving, technical troubleshooting and research skills to provide a speedy resolution to the patient or client.

Major Duties and Responsibilities :

- Serve as the payment portal subject matter expert (SME) providing guidance and world class support across healthcare providers, partners and clients leveraging our solutions.

- Triage customer issues and follow support guidelines for escalation to second level support staff and/or management as needed.

- Maintain a clear understanding of and adhere to Customer Support Operating Procedures and SLAs for the resolution of support cases.

- Manage multiple communication platforms including inbound chats, phone calls, and emails.

- Place outbound calls as necessary to resolve customer issues.

- Become familiar and compliant with all relevant HIPAA and PCI privacy and security requirements.

- Finance liaison with customers, business unit leaders, and other internal stakeholders.

- Assist in the development and maintenance of Knowledge Base articles to increase team productivity and efficiency.

- Assist Implementation team with successful onboarding of new or existing client locations.

- Follow established guidelines for locating, extracting and maintaining data files for each respective client or location.

- Manually process and review client reports on an ongoing basis to ensure accuracy and integrity of content prior to delivery.

Skills, Experience and Minimum Requirements :

- 1+ years of experience in a customer support, technical service, or other healthcare or payment processing related support role.

- Strong customer service, communication, and interpersonal skills.

- Demonstrates a positive attitude with open, honest communication to achieve effective teamwork and business outcomes.

- Goal driven mindset with a passion for continuous learning and professional development.

- Professional and friendly telephone presence with ability to effectively communicate with customers.

- Ability to work on a rotating schedule (early or late shifts) to ensure maximum coverage, including holidays as needed.

- Experience using multiple internet browsers (Internet Explorer, Chrome, etc.).

- Proficient with Microsoft Office Suite. Typing proficiency of at least 40 wpm.

- Experience with Salesforce Service Cloud, Jira Cloud, and Asana preferred.

- High school diploma required; college degree preferred.

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