Client Technical Analyst Tier 2, Contract Manager

Summary

Join Experian Health as a remote Client Support Specialist and contribute to the future of U.S. healthcare. You will provide ongoing support to clients after product implementation, manage escalated issues, and work directly with clients primarily on the Contract Manager suite. This role requires 3+ years of customer support experience in a healthcare revenue cycle environment and 1+ year of experience with Experian Health's Contract Manager product suite. You will handle client contact through various channels, troubleshoot problems, and manage support tickets. The position offers a great compensation package, core benefits, flexible work environment, and flexible time off.

Requirements

• 3+ years of experience Customer Support and Customer Service within a healthcare revenue cycle environment
• 1+ years of experience with Experian Health's Contract Manager product suite
• Willing to accommodate on call evenings and weekends on occasion
• 1+ years experience working knowledge of CRM platform (Salesforce), especially case management

Responsibilities

• Provide ongoing support of our clients, after Experian Healthcare products have been implemented
• Manage complex product issues that are escalated and work directly with clients
• Focus on Contract Manager suite, but may also work on other products
• Client contact for support through different media channels
• Provide detailed first-level and second-level support
• Troubleshoot and resolve problems and escalate when necessary
• Monitor system and product status and participate in corrective workflows
• Assign and categorize support tickets
• Notify clients of the status of their support tickets, within agreed to Service Levels

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays