Responsibilities:

Create/draft standard operating procedure templates and responsible for account administration through the client portal Client/customer contact points include, but are not limited to, telephone and email to log Service Requests which are answered via email and/or outbound calls, as needed. Payer contact may also be necessary at times Ownership of requests, research, analysis, escalation and customer communication necessary to deliver appropriate resolution to customer inquiries Receive, respond and log customer requests in accordance with department and company standards and procedures Communicate critical customer status and issues to Support leadership as a given situation warrants Maintain customer relationships and manage customer expectations Troubleshooting and problem solving: Provide customers with application functional and administrative assistance within assigned product area of expertise; drive to positive outcomes and customer experience; effectively research and troubleshoot product functional issues within defined area of expertise

 

Requirements:

Experience using a CRM, Issue Management, or problem tracking application Must be knowledgeable with MS Office including Visio Ability to diagnose, research and resolve issues independently or as a cooperative member of a team Knowledge in admin support activities and SOP creation Proven problem-solving skills and analytic ability Positive and proactive customer service attitude Excellent written and verbal communication skills to provide clear, concise, and correct product, technical, and status information internally and externally Experience in healthcare industry preferred, including knowledge of ANSI standard files and HIPPA compliance regulations Graduate of any 4-year course