Customer Support Specialist

2 weeks ago


Denver, Colorado, United States Recondo Technology, now part of Waystar Full time

Client Support Representative Job Location:
Remote

Reports to:
Client Support Manager


Position Overview:
We are currently in search of a Client Support professional to deliver Tier 1 and Tier 2 assistance to Recondo's clientele.

This individual will collaborate with our Client Management team by efficiently and accurately directing client inquiries to the relevant departments, engaging with Client Managers and clients to gather any necessary supplementary information, and communicating directly with clients as required.

This role serves as the primary resource for clients and will work both internally and externally to guarantee client satisfaction.
Key Responsibilities:
1. Monitor client inquiries and respond promptly when a new issue arises.
2. Assess, troubleshoot, and escalate cases to the appropriate internal specialists to ensure resolution.
3. Track cases until resolution is achieved.
4. Provide timely, informative, and professional communication to clients to request additional information, update on status, or finalize cases when necessary.
5. Collaborate with internal teams, including Client Management and engineering departments, to troubleshoot and resolve issues to the clients' satisfaction.
Key Requirements:
- Minimum of 1 year of experience in technical support or client management.
- Proven technical aptitude.
- Experience in customer support and effective communication.
- Strong written and verbal communication skills; team-oriented.
- Proficiency in Jira and Salesforce.
Preferred Qualifications:
- Familiarity with healthcare IT standards such as HL7, EDI (270, 271, and 278), and HIPAA.
- Comprehensive understanding of patient access and back-office claims management.
- Experience with provider revenue cycle management systems.
- Knowledge of Java troubleshooting and linux/bash scripting is a plus.
Compensation and Benefits:
Recondo offers competitive compensation along with a dynamic and growing company environment. Benefits include stock options, comprehensive medical, dental, life, and disability coverage, a 401(k) savings plan, as well as vacation and holiday time.

EOE

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