Client Support Analyst, Healthcare Revenue Cycle

This is a fully remote position, open to applicants in California.

📋 Description

• Diagnose intricate product and technical challenges to assess their severity and scope, responding appropriately.

• Engage in project management and oversight activities.

• Address issues and inquiries escalated from Customer Support, Account Management, and Implementation teams.

• Resolve and escalate complex issues to technical and product resources, supplying the necessary information to address customer inquiries.

• Facilitate technical troubleshooting sessions with both customers and internal technical teams.

• Retain ownership of customer communications and ensure follow-up when issues are escalated to product development teams.

• Utilize prior knowledge, experience, and available tools to offer effective solutions.

• Keep updated on product offerings and training, contributing feedback on our tools and customer experience to enhance our products.

• Interact with customers regarding support cases.

• Oversee all client-related issues using the Client Relationship Management tool (CRM) – Salesforce.

• Manage and troubleshoot customer and user configurations.

• Educate and empower customers to make the most of products, tools, and services.

• Monitor system status and the health of the products.

• Maintain both internal and external Knowledge Database (KCS, Knowledge Center Solutions) and utilize it for troubleshooting assistance.

• Treat every customer interaction as an opportunity to strengthen the relationship between customers and the Experian brand.

⛳️ Requirements

• Minimum of 2 years' experience in an analytical role, with experience supporting clients.

• 2 years' experience in the healthcare IT industry is advantageous, though not mandatory.

• 2 years' experience in interpreting 837 and CSV remittance files is beneficial, but not required.

• A Bachelor's degree in Business, Healthcare Management, or a related field is advantageous, but not mandatory.

• Support the team with holiday coverage as needed, managed on a rotational basis.

🏝️ Benefits

• Competitive compensation package and bonus plan.

• Core benefits including medical, dental, vision, and matching 401K.

• Flexible work environment with the option to work remotely.

• Flexible time off, including volunteer time off, vacation, sick leave, and 12 paid holidays.