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Client Support Specialist

Company: VisitPay
Location: Richmond
Posted on: November 23, 2021

Job Description:

Reports to: Client Support Manager FLSA Status: Salaried, Non-Exempt Summary of Position: We are looking for a Client Service Specialist to manage incoming incidents reported by clients, as well as provide just-in-time product education and customer service. This position will service all clients using our web-based software, business intelligence, and scoring products Key Activities: VisitPay offers a software suite to our healthcare system clients, all delivered via the web. Each one of these products is supported by our client services team. As a member of this team, you will: Manage client support tickets. You will be the first point of contact for and manage incoming client support tickets. Support tickets include incident reports and requests for product assistance from VisitPay clients. This role is responsible for logging, categorizing, prioritizing, performing initial research, as well as assigning complex production incidents to appropriate team members for research and resolution. This role is also responsible for tracking progress and completion of support requests, documenting resolution of incidents, and communicating with clients throughout the support process. Manage Client Services and Product Documentation. You will create, update, and maintain process documentation and self-help knowledge base for the client services help and support team. You will also update and maintain software product guides used by clients. Monitor support request resolution. You will monitor all support inquiry channels including the support request/service system, phone/voicemail, and email. Using automated service desk tools, such as reports and workflow manager, you will actively monitor support request tickets, including but not limited to reporting on request type, status, priority, turnaround time, and other relevant metrics. This role offers unique opportunities to improve the client support response model and the incident management process through automation and support tools. In addition to establishing client service best practices, successful performers can advance their career by taking on increased supervisory duties. This may include managing day-to- day client service operations and supervising client services staff who manage client tickets. Competencies for success: * Diplomatically manage client relationships and expectations * Be calm under urgent or stressful conditions * Triage and coordinate the resolution of issues / requests in a team environment * Work independently, without close supervision, and is highly motivated with strong leadership skills * Adapt, work in fast-paced, changing business environment, be flexible when needed and able to continue performing work responsibilities despite changing situations * Manage multiple tasks and at one time * Analyze, solve problems, and make recommendations to peers and management Qualifications: * 3 years of experience in a role supporting software systems (application support/helpdesk, etc.) * Expertise with Microsoft Office, SharePoint, and Multimedia systems * Experience with ticket and project tracking systems * Process and detail-oriented * Excellent communication skills with the ability to communicate both in writing and verbally * Ability to present complex technical information in a clear and concise manner * Ability to communicate with a variety of audiences, including non-technical users * Strong problem-solving and resolution ability * Strong organizational and time management skills. * Knowledge of and/or experience with basic SQL commands preferred, but not required Location: * This is a remote role. * Sponsorship is not available for this position. Why VisitPay? VisitPay is a well-funded mid-growth company in a $400B growing market. We are a nationally focused company working closely with some of the nation's largest and most well-respected health systems to provide innovative and compelling SaaS-based products. We are poised to capture significant share in the massive and growing self-pay market. Our solutions help healthcare systems optimize their revenue while providing patients with much improved and friendly billing experience. Located in beautiful Boise, Idaho, you will have the opportunity to work with an exceptional leadership team who has significant experience building companies in consumer finance, software and analytics, and enjoy a competitive salary, benefits and equity appreciation rights, as well as a work/life balance suited to enjoy the beautiful landscape Idaho provides. Equal Employment Opportunity Employer VisitPay is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Keywords: VisitPay, Richmond , Client Support Specialist, Other , Richmond, Virginia

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