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Customer Support Specialist
2 months ago
Position Title:
Client Support Representative
Location:
Remote
Reporting To:
Client Support Manager
Position Summary:
We are currently in search of a Client Support Representative to deliver exceptional Tier 1 and Tier 2 assistance to our valued clients at Recondo Technology, now part of Waystar.
This role involves collaborating with our Client Management team to efficiently and accurately assess client inquiries, ensuring they are directed to the appropriate departments. The representative will engage with both Client Managers and clients to gather any necessary supplementary information and maintain direct communication with clients as required.
This individual serves as the primary point of contact for clients, working diligently both internally and externally to uphold client satisfaction.
Key Responsibilities:
- Monitor client inquiries and provide timely responses to newly reported issues.
- Assess, troubleshoot, and escalate cases to the relevant internal specialists to guarantee resolution.
- Track cases until resolution is achieved.
- Deliver prompt, informative, and professional communication to clients, requesting additional information, providing status updates, or concluding cases as necessary.
- Collaborate with internal teams, including Client Management and engineering departments, to troubleshoot and resolve issues to the clients' satisfaction.
Key Requirements:
- A 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; a team-oriented mindset.
- 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 Technology offers competitive compensation and a dynamic work 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
