Customer Care Specialist

19 hours ago


Salt Lake, Utah, United States Sandata Technologies Full time

About Sandata Technologies

Sandata Technologies is a leading provider of software technology solutions serving the home care and I/DD industries. Our innovative solutions have been implemented by thousands of provider agencies, state payers, and managed care organizations across the United States.

Job Summary

We are seeking a highly skilled Customer Care Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service to internal and external customers, investigating and resolving technical issues, and documenting customer interactions.

Key Responsibilities

  • Provide superior customer service to internal and external customers
  • Investigate, reproduce, and define issues based on ticket information, customer input, and relevant documentation
  • Track and address open and escalated issues
  • Deliver effective and timely resolution to a range of customer inquiries
  • Document all customer inquiries by opening a ticket, and record subsequent communications, trend data
  • Provide timely follow-up to both internal and external customers for issues not immediately resolved
  • Contribute articles/FAQs to knowledge base
  • Schedule and facilitate meetings as needed with internal and external staff
  • Record meeting minutes as needed
  • Apply the elements of building positive rapport and proper etiquette with different types of customer personalities
  • Share best practices with team members
  • Maintain high-quality standards
  • Support team projects as they may occur to enhance the quality or efficiency of support
  • Ensure security of personal health information (PHI) and report any violations or observations to management

Requirements

  • Superior customer service and project management skills
  • Strong analytical and problem-solving abilities
  • Above-average written, verbal, and listening communication skills
  • Ability to move quickly from project to project with attention to detail and accuracy
  • Thorough and timely follow-up with customers
  • Effective management of open tickets
  • Ability to understand complex data, such as file formats, billing formats, software, and processes
  • Ability to trend data and provide analytical reporting
  • Proven ability to divide and conquer complex problems and then document and communicate their solutions
  • Strong interpersonal skills and the ability to work independently and in a team environment
  • Experience using Outlook, Word, Excel, Adobe, and WebEx/Zoom and shared-screen functionality

Preferred Qualifications

  • Medicaid/Medicare Home Health care experience
  • Understanding of Home Health Care access, policies, and procedures
  • Prior software support background with call center/customer service experience
  • 3+ years project management experience
  • 5+ years customer service experience preferably in a call center environment
  • Skillful with Microsoft Office suite Word/Excel and Visio
  • 5+ years of IT/Healthcare related experience
  • College degree preferred (Healthcare Administration/Public Health a plus)

Benefits

  • Medical, dental, and vision coverage
  • Flexible Spending Account for health and dependent care
  • Life insurance
  • 401(k) Plan
  • Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
  • Employee Assistance Program
  • Tuition reimbursement
  • Paid vacation and holidays
  • Paid lunch break
  • Employee discounts and company perks
  • Onsite Gym
  • Casual work environment
  • Frequent employee events and fun social clubs
  • Onsite cafeteria with free coffee and tea

Equal Opportunity Employer

Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet



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