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Description:Our Client has a suite of healthcare claims editing software products that drive payment accuracy for healthcare insurers. The Product Support Analyst will work on support tickets to resolve issues that impact the end customers ability to leverage the system to achieve desired results. The support tickets average around 80 per month and go to a team of 3 analysts to resolve. The Support Analyst will reach out to the customer to validate the issues and work with an internal team to drive a solution. The Product Support Analyst is responsible for assisting customers with the resolution of advanced product questions related to products. Responsible for responding to product application support questions from customers regarding the company’s software. Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions. Activities include ownership of requests, research, analysis, troubleshooting and customer communication necessary to deliver appropriate resolution to customer inquiries. The position requires extensive interaction with the clients customers purpose of providing product usage or solutions. Works on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.Many of the issues revolve around customer access issues and administration of system which the analyst will support directly. The Support Analysts will also take 1-800 calls from customers with urgent request that will be qualified and escalated to an appropriate part to address. This role is great for a Jr BA with healthcare claims knowledge that wants to move into a BA role beyond support. This is a 9-5 est, remote role. There may be travel 1X per year to Philadelphia which our client will pay for.Key Responsibilities (List the top four to six essential responsibilities in priority order):
30% - Customer Service: Receive, respond and log customer requests in accordance with department and company standards and procedures; Communicate critical customer status and issues to Customer Manager, Account Executive, and Support Manager as a given situation warrants and offers recommendations for resolution and implementation; Maintain strong customer relationships and manage customer expectation.
30% - Case Management and Communication: Effectively manage all cases with attention to the documented service levels. Document progress, and resolution of customer requests in issue tracking system in accordance to department and company standards and procedures; Monitor trends in customer support issues and escalate to management as appropriate; Adhere to escalation procedure and timeframes.
30% - Troubleshooting and Problem Solving: Provide customers with application functional assistance within assigned product area of expertise; Coordinate problem resolution with other McKesson departments and drive to positive outcomes; Identify and implement improvements in process and technology; Effectively research and troubleshoot advanced product functional issues.
5% - Team Participation/Representation: Participate in department and cross functional internal project teams; Complete deliverables on time with high quality; Ensure clear and timely communication on project status to other team members; Coordinate completion of updates to support processes and documentation that are a result of project team activity; Provide constructive feedback for the Lessons Learned as issues arise.
5% - Training and Mentoring: Train and mentor co-workers on department procedures, products, troubleshooting techniques and related functions of the Support department.
Skills:Customer service, Support, claims processing, medical codingTop Skills Details:Customer service,Support,claims processing,medical codingAdditional Skills & Qualifications:High level of urgency and customer focus.Experience Level:Entry LevelAbout TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
Full-time