Senior Customer Support

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

📋 Description

• Evaluate and address intricate inquiries from customers, providers, EVV, and EDI.

• Act as the primary escalation point for complicated service-related issues.

• Offer guidance, coaching, mentoring, training, and cross-training to Customer Support Representatives.

• Function as the subject matter expert in EVV and EDI processes, workflows, system functionalities, policies, and program requirements.

• Collaborate with management, vendors, technical teams, providers, state partners, and business stakeholders.

• Troubleshoot issues, assist with system modifications, and enhance operational processes.

• Monitor performance metrics and operational trends.

• Identify root causes and suggest process enhancements.

• Keep knowledge resources up to date.

• Ensure compliance with contractual, regulatory, and organizational requirements.

• Engage in training, testing, implementation activities, and resolution of escalated issues as business needs arise.

⛳️ Requirements

• Strong leadership, coaching, and interpersonal skills.

• Excellent analytical, problem-solving, and decision-making capabilities.

• Proficient written and verbal communication skills.

• Ability to manage multiple priorities in a dynamic environment.

• Capability to interpret and apply policies, procedures, and regulatory guidelines.

• Preferred knowledge of Medicaid, healthcare operations, EVV procedures, and EDI transaction standards.

• Broadband Internet connection with a minimum speed of 24MBS download and 8MBS upload.

🏝️ Benefits

• Flexible work hours.

• Work-life balance.

• Continuous learning and career development opportunities.

• Flexible vacation policy.

• 401(k) employer match.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.