Client Support Representative

Primary Responsibilities

1. Answers inbound support calls from all Resolv Healthcare Clients.

2. Documents all Client calls thoroughly and accurately

3. Possesses basic knowledge of Resolv Healthcare supported software and hardware to answer inquiries from Clients and Resolv Healthcare staff.

4. Collaborates with coworkers to research and resolve Client issues.

5. Attends and participates in regularly scheduled departmental meetings.

6. Ability to effectively communicate, work positively and cooperatively with co-workers, managers, and Clients.

7. Upholds Company HIPAA guidelines pertaining to Client files and data.

8. Able to effectively manage multiple tasks simultaneously.

9. Communicates with third party partners on behalf of, and/or with the client.

10. Meets with Manager monthly.

11. Actively seeks and participates in on-going training exercises to develop and maintain necessary knowledge and skills.

Secondary Functions

Knowledge of and potentially participates in new client staff member software training and demonstrations for clients as assigned. Provides standard support and duties as assigned. Cross trains with various departments to enhance knowledge of Resolv Healthcare and third-party programs.

Job Complexity

This position requires an organized individual with strong communication (written and oral) and analytical skills to handle a low degree of complex duties. Individual must also possess flexibility to adapt to the changing needs of the department and Company.

Supervisory Responsibilities

None

Interpersonal Contacts

This position requires daily communication with doctors, doctor’s staff, sales team, and other internal staff. Contacts within the Company are usually with immediate associates and Supervisors. Contacts are regularly initiated at the Supervisor’s request and at the employee’s own initiative.

Specific Job Skills

Skills necessary for this position include:
Demonstrates strong work ethic

Strong communication skills both oral and written

Self-Starter\Take Initiative

Good telephone etiquette

Good organizational skills

Strong interpersonal skills

Ability to work well with different personalities and varying skill sets

Ability to make decisions and problem solve in a timely manner

Ability to act independently and assume full responsibility for accuracy and completeness of work

Contributes to building a positive team environment

Present a professional attitude and treat others with respect and consideration regardless of their status or position in the Company or client office

Computer literacy skills with a solid understanding of hardware/software operations

Strong time management skills

Training skills

Knowledge of office procedures

Customer service experience

Flexibility and adaptability

Education and/or Experience

High school diploma or equivalent is required. College degree in a related field is preferred with two or more years experience in a similar position or equivalent experience in a similar position.

Job Conditions

Work is conducted in a pleasant, fast-paced, team office environment. Representatives must be able to sit for long periods of time while talking with clients over the telephone utilizing a headset. Currently there are three eight (8) hour shifts Monday through Friday: 6:00 a.m. to 3:00 p.m.; 7:00 a.m. to 4:00 p.m.; 8:00 a.m. to 5:00 p.m. Representatives will be assigned to a specific shift, but flexibility is necessary to adjust work hours or shifts as needed based on the changing needs of the department and/or the Company. Occasional overtime work may be required for necessary projects or workload completion. May require travel to client offices if necessary.