Customer Care Support Specialist Tier II

Customer Care Tier II Representative (Medicaid and or Medicare Subject Matter Expert)

Sandata Technologies LLC was founded in 1978 and is undergoing rapid recent growth as the leader in web-based information technologies serving home healthcare providers, social service agencies and managed care organizations. With increasing demand for real time information “on demand,” Sandata is uniquely positioned to serve its customers with its unique suite of integrated products delivered 24×7. In the world of health and human services, our web-based information technology solutions combine improved managerial control over the business of care, combined with improving both the cost and the quality of care delivered.

We are looking for a proactive, service orientated team player with the ability to manage client relationships and expectations.  The ideal candidate will act as a mentor for the Tier I representatives.

 

Description:

This position is responsible for providing advanced software support to our clients through the courteous, efficient, accurate processing of client issues and requests in a timely and professional manner.  Our support specialists assist our clients with browser support, mobile application support, navigating through client and staff scheduling, plan of care documentation, staff compliance and visit maintenance.  The ideal candidate will have a passion for problem solving.
Responsibilities:

  • Use expert questioning and listening skills to identify, research and resolve customer issues and requests.
  • Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation.
  • Deliver effective and timely resolution to a range of customer inquiries.
  • Document all customer inquiries by opening a ticket, and record subsequent communications.
  • Provide timely follow up to both internal and external customers for issues not immediately resolved.
  • Apply the elements of building positive rapport and proper etiquette with different types of customer personalities.
  • Maintain knowledge base with the changing catalog of services and products Sandata provides as well as State and Federal regulatory requirements.
  • Prepare timely statistical reporting documentation based on contracted expectations and department requirements.
  • Display flexibility towards work schedule.
  • Assist in creating and presenting training materials.
  • Provide feedback to representatives regarding ticket management and workflow process.
  • Participate in Sandata’s client outreach program.
  • Support team projects as they may occur to enhance the quality or efficiency of support.

Requirements:

  • Strong analytical and problem solving abilities.
  • Billing and/or Accounts Receivable experience.
  • Prior software support background with call center/customer service experience.
  • Ability to move quickly from project to project with attention to detail and accuracy.
  • Ability to understand complex data, file formats, billing formats, software and processes.

Communication Skills:

  • Above average written, verbal and listening communication skills.
  • Ability to trend data
  • Create and deliver training.
  • Proven ability to “divide and conquer” complex problems and then document and communicate their solutions.
  • Strong interpersonal skills and the ability to work independently and in a team environment.
  • Superior customer service skills.

Computer Skills:

  • Skillful with Word, Excel, Adobe, WebEx, Power Point and TFS and other web based tools.
  • Strong systems navigation skills.
  • Computer hardware setup, connectivity troubleshooting and desktop support.

Education/Experience

  • Medicaid / Medicare billing experience preferred.
  • Billing and/or Accounts Receivable experience.
  • Prior software support background with call center/customer service experience.
  • Medical coding / billing subject matter expert.
  • 4+ years customer service experience preferred.
  • Computer hardware setup and connectivity troubleshooting a plus.
  • 4+ years of IT/Healthcare related experience.
  • College degree preferred (Healthcare Administration /Public Health)

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