Mediware Customer Care Analyst, Sr - Billing/Claims in Essex Junction, Vermont

Job Description:

In this role, theMediware Customer Care Analyst, Senior will be responsible for ensuring Mediware’s customers and support team receive the care, training, and software support they need to effectively utilize a wide-range of software Mediware products. This role will act as a customer support Subject Matter Expert (SME) in customer communications and escalations and will provide account case summaries, oversight, and reports for large accounts.The Customer Care Analyst Senior uses advanced product knowledge toinvestigate/resolve a wide variety of issues and customer requests that will include gathering information, setting expectations, and working with other internal departments to ultimately resolve each issue to the customer’s satisfaction. Additionally, the Customer Care Analyst Senior will be expected to fully document each customer interaction within the ticketing system and will route, maintain, and track outstanding support requests and provide thorough follow-up. This role is accountable for providing outstanding customer service and successful resolution of all customer requests.

The CCASr. will help train and serve as a mentor to the other team members, assisting with training during the on-boarding process, and ad-hoc training and knowledge sharing. The CCASr. will assist in continuous team improvements by identifying team skill gaps and participation in the Customer Care Analyst Quality Assurance Program.

TheCCASr takes a lead role in assigned major customer accounts, Go-Live support, and post implementation support. For Major Customer Go-Live events, when needed, theCCASr will provide onsite assistance and training. TheCCASr alsoparticipates in ensuring support readiness and certification oversight of product releases.

Principal Functions of the Job

  • Perform comprehensive troubleshooting on customer software issues including data collection, issue recreation, reviewing documentation and updating documentation and Knowledge Base. Work with internal teams to identify priorities and act as a customer liaison. Create reports and other administrative duties. Provide large customer support and oversight.

  • Enters comprehensive documentation for every customer interaction within the company ticketing system.

  • Answer incoming calls accurately, efficiently, and within service levels.

  • Educate the customers and team on features, benefits, and use of all company products and services.

  • Perform additional duties such as special projects, customer outreach campaigns, participate in customer user groups, etc., as assigned.

  • Keep management informed of problems/concerns that could potentially diminish service.

  • Participate in the training and/or mentoring programs as assigned or required.

  • Adhere to the Mediware Values and support a positive company culture.

  • Respond to the needs and requests of clients and Mediware management and staff in a professional and expedient manner.

  • Follow policies and procedures.

  • Participate in the training and/or mentoring programs as assigned or required.

  • Participate in the Performance Management and annual review processes as required.

  • Other duties as assigned.

Job Qualifications:
  • Bachelor’s Degree strongly preferred

  • Minimum 3 years of work experience required in Electronic Healthcare Billing/Claims support

  • Excellent troubleshooting, listening and problem-solving skills

  • Able to work in a fast paced deadline oriented environment

  • Customer focused

  • Works well in a team environment

Job Title: Customer Care Analyst, Sr - Billing/Claims

Location: Essex Junction, VT

Full/Part Time: Full

Req: 16-827

Department: Client Services