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Client Support Analyst

2 months ago

Albany, New York, United States Reveleer Full time

Customer Support Specialist
Position Onsite

Reveleer is a pioneering healthcare data and analytics organization that leverages Artificial Intelligence to empower health plans across various sectors with enhanced oversight of their Quality Improvement, Risk Adjustment, and Member Management initiatives. Our innovative platform allows plans to autonomously manage every facet of enrollment, provider outreach, data collection, coding, abstraction, reporting, and submissions. By utilizing proprietary technology, extensive data sets, and specialized knowledge, Reveleer delivers comprehensive record retrieval and review services, enabling health plans to effectively strategize and implement risk, quality, and member management programs that yield greater value and improved outcomes.

The typical work schedule consists of standard business hours from Monday to Friday, but may also require early morning shifts and weekends, with potential for overtime.

Role Overview:

The Customer Support Specialist is responsible for documenting processes and configurations related to Reveleer's SaaS offerings while delivering tier 2 support for application-related issues. This role involves identifying root causes and proposing viable solutions. Unlike traditional call-center support roles, this position does not rely on scripts. The ideal candidate will provide technical insights for application shortcomings and engage in cross-functional dialogue to contribute to development priorities, proposals, Statements of Work (SOWs), and client implementations.

Preferred Qualifications:

  • Experience in Healthcare/Medicare Advantage at the plan level.
  • Background in Technical Customer Support or Client Support, preferably as a Business Analyst, Customer Support Representative, or a similar position.
  • Familiarity with SaaS applications is advantageous.

Essential Skills:

  • Proficient in SQL with a solid understanding of select statements, complex joins, updates, deletes, and data import/export processes.
  • Demonstrated ability to provide exceptional customer service, coupled with strong communication, problem-solving, and basic technical writing skills.
  • Extensive data management experience using tools such as Excel, Access, and MS SQL Server (or other RDBMS).
  • Outstanding organizational skills to effectively handle multiple customer support inquiries.

Desirable Skills:

  • 4+ years of SQL experience.
  • Knowledge of ASCII and EDI is preferred.
  • 3+ years of experience with MS Project or equivalent.
  • Familiarity with JIRA is a plus.

Educational Requirements:

  • A Bachelor's degree or higher in Computer Science or equivalent experience.

Compensation:
This position's compensation reflects the labor costs across various US markets and is determined by factors such as market location, job-related knowledge, skills, and experience.

Reveleer E-Verifies all new hires.

Reveleer is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in accordance with applicable federal, state, and local laws.