Senior Support Specialist I

4 weeks ago

Vadodara, India Qualifacts Systems Inc Full time
Description

Sr. Support Specialist I

Knowledge/Application

Developing Knowledge: Seeks less guidance; comfortable analyzing facts and making decisions but keeps supervisor informed and involved as appropriate; Adherence to Ticket Productivity goals and SLA/SLO requirements; Resolve moderate to high complexity/priority requests with consistent quality. Clearly understands customer business needs and formulates accurate resolutions in addressing the customer need and proactively assists teammates with request resolutions.Developing knowledge in other domain areas.Begins working within additional service offerings (Live Chat, ESS, Phone Line) and participating in NRR-based projects (LOE/SOW).Breakdown of tasks per type (nomenclature dependent on ticketing solution):Low complexity/priority tasks: 25%Moderate/High complexity/priority tasks: 75%Utilize clearing house to process claimsWork claims within a 24-hour time periodIdentify rejection trends and work towards reducing them for customersWork with managed care networks and insurance carriers to process claimsSeeks less guidance; Resolve moderate to high complexity/priority requests with consistent qualityDuties/Responsibilities:

Provide technical support to Customers by researching and answering questions; troubleshooting problems; optimizing software performanceProvide outstanding customer Service, including timely, concise, and accurate responses, and proactive Customer Issue management, while handling all Customer requests in a professional, positive, and dignified manner.Provide training and consultationDevelop knowledge in other domain areas.Begins working within additional service offerings (Live Chat, Concierge, Phone Line) and participating in NRR-based projects (LOE/SOW)Effectively communicates (Verbal, Listening, and Written) with team, leadership, and customers; Ability to ask probing questions based on effective listening.Creates a positive team environment with motivation and energy. Gains and maintains the trust and confidence of team members by demonstrating integrity, accountability, and flexibility.Proactively assists teammates with request resolutions.On time and prepared for meetings. Make advanced arrangements when they are not available. Owns and delivers on commitments.Minimum Degree/Years of Experience

Bachelor's degree: High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for an undergraduate degree2 years of related experienceExperience in medical billing terminology; should be able to adhere to practice policies, procedures, and protocolUnderstanding of the entire medical billing cycle, clearinghouse rejections, coding, diagnoses, and modifiers

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