Customer Care Specialist Tier I

Tier I Customer Care Representative. Medicaid – Medicare Home Health Care Subject Matter Expert

Description

We are looking for a full time Customer Care Support Specialist with experience in the healthcare field.  This critical position will provide our customers with superior customer service through the courteous, efficient, accurate processing of client issues and requests.  Our support specialists assist and train our clients to navigate our software; assisting with client registration, plan of care documentation, staff set up, scheduling, and compliance, visit maintenance and exception handling and mobile application support. The ideal candidate will have a passion for problem solving.
Responsibilities

  • Use questioning and listening skills to identify, research and resolve customer issues/requests
  • Provide effective and timely resolution of a range of customer inquiries
  • Strive for one-call resolution of customer issues
  • Follow-up on customer inquiries not immediately resolved
  • Apply the elements of building positive rapport with different types of personalities (internal and external)
  • Accurate completion of call logs and reports
  • Document all customer inquiries by opening ticket in detail, and all subsequent communications if issue is not resolved
  • Maintain knowledge base with Sandata’s changing catalog of services, products as well as State and Federal regulatory requirements
  • Apply proper telephone etiquette at all times
  • Display time flexibility towards work shifts

Requirements

  • Medicaid and or Medicare subject matter expert
  • Healthcare billing and/or accounts receivable experience
  • Medicaid and or Medicare billing and or coding experience a plus
  • Prior software support background
  • Attention to detail and accuracy
  • Strong analytical and problem solving abilities
  • Ability to work independently and in a team environment
  • Excellent written communication/listening skills
  • 5 years Prior Customer Service experience
  • Superior customer service skills

 Education/Experience

  • 2+ years higher education
  • Healthcare Administration
  • Public Health
  • Business
  • Managed Care experience a plus
  • Prior software support background a plus
  • Outlook, Word, Excel, Adobe and WebEx (client shadowing)
  • Bilingual a plus (Spanish)
  • Prior working knowledge of Sandata software a plus

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