Customer Support Specialist

Found in: Resume Library US A2 - 1 week ago


Minneapolis Minnesota, United States Therapy Brands Full time
Job Description

The Customer Support Specialist is the tier 2 support point within the Medical Billing Customer Support Team for issues that cannot be resolved. In this role, you'll be trained to be the subject matter expert in our products, and you’ll be responsible for troubleshooting and resolving complex, non-generic customer issues. 

This is a hybrid role working 2 - 3 days per week out of our Eagan, MN office. 

Responsibilities:

Work with clients to resolve non-standard technical and workflow issues

Provide product training and support for customers 

Assist customers in processing incoming ERA claims

Escalating technical issues that could not be resolved 

Assist in the creation of knowledge based articles and other support bulletins 

Document discussions and issues in the CRM system

Provide training and support for customers regarding their medical billing and medical claims

Troubleshooting medical claims denials and rejections

Ensure customer and partner inquiries are responded to in a timely manner

Research, resolve, and respond to customer concerns received via email, telephone, or escalations, and provide support on desktop systems

Provides end user training where required

Core Competencies Needed for Success in the Role 

Fantastic customer focus

Great communication

Medical Billing, Medical Office, Medical Claims experience preferred

Technical skills are a plus

Data gathering and analysis skills



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