Client Technical Analyst - Healthcare

Summary

Join Experian as a Tier 2 Client Technical Analyst and provide advanced technical support for Patient Estimates and Registration Quality Assurance products. You will troubleshoot and resolve client issues, communicate effectively via various channels, and escalate complex problems to appropriate teams. This role requires collaboration with clients and internal teams, proactive knowledge base maintenance, and adherence to service level agreements. The ideal candidate possesses a Bachelor's degree or equivalent, 3+ years of B2B technical support experience, and 3+ years in the healthcare industry with knowledge of revenue cycles and medical billing. Strong research, communication, and organizational skills are essential. Experian offers a competitive compensation package, including benefits like medical, dental, vision, 401k matching, flexible work arrangements, and generous paid time off.

Requirements

• Bachelor's degree or higher in a related field, or equivalent education and experience
• 3+ years experience in a B2B technical support role
• 3+ years' experience in the healthcare industry, with familiarity with the healthcare revenue cycle and medical billing
• Experience with healthcare-related standards and specifications
• Intensive research and comparison skills
• Emotional intelligence and the ability to understand and empathize with clients
• Remain calm and composed with frustrated clients
• Organizational skills to prioritize and differentiate important tasks from urgent ones
• Ability to build relationships and establish trust/credibility with key stakeholders across all levels of the customer organization

Responsibilities

• Responsible for detailed second-level support, troubleshooting and problem resolution
• Notify clients of the status of their support tickets within all agreed to Service levels
• Escalate complex issues to technical and product resource teams with the appropriate information and details to resolve
• Participate in and coordinate meetings for technical troubleshooting sessions with clients and with Experian teams
• Communicate with clients via support cases, email, and telephone
• Proactively build, enhance, and maintain internal and external Knowledge Base (KCS)

Benefits

• 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