Client Technical Analyst

Summary

Join Experian as a Client Technical Analyst and manage complex issues related to the Patient Access Curator product suite. Reporting to the Client Technical Manager, you will work with payers, internal teams, and clients to resolve technical issues, troubleshoot the platform, and manage a large caseload of escalated problems. You will utilize strong analytical skills, patience, and relationship-building abilities to provide excellent customer support. This remote US-based role offers a competitive compensation package, comprehensive benefits, and a flexible work environment.

Requirements

• A bachelor's degree in business, healthcare management, or a related field
• 2+ years experience in the healthcare IT industry
• Experience with healthcare-related standards and specifications; ANSI X1
• Analytical with a keen eye for detail
• Remain even-keeled with frustrated customers
• Flexibility to manage unforeseen situations outside of the agent's control
• Patience in handling repetitive customer support issues
• Prioritize and differentiate important tasks from urgent ones
• Build relationships: engage and establish trust/credibility with important partners across all levels of the customer organization

Responsibilities

• Work with payers, trading partners, internal Experian Health technical teams, and our clients to resolve issues
• Troubleshoot issues related to the Patient Access Curator platform
• Troubleshoot complex payer issues
• Small to medium size project management and oversight
• Manage a large caseload of issues and questions escalated from Customer Support, and Relationship Management in Salesforce
• Work with clients via support cases, email, and telephone and meet with them to resolve issues
• Determine the severity and scope of issues, inquiries, and requests
• Manage and troubleshoot client and user payer configurations

Benefits

• This role is remote from within the US
• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays