Client Technical Representative

Summary

Join Experian as a Tier 1 Client Technical Representative, reporting to the Client Technical Manager. You will manage complex issues escalated from internal teams regarding the Patient Access Curator product suite. Responsibilities include working with payers, trading partners, and internal teams to resolve issues; troubleshooting platform and payer problems; managing a large caseload of issues; working with clients via various channels; determining issue severity; managing client configurations; and handling small to medium-sized projects. The role demands experience in healthcare IT, healthcare EDI transactions, and ANSI X12 message structure (270/271). Flexibility is crucial due to the 24/7 support nature of the position. Experian offers a competitive compensation package, including core benefits and flexible work arrangements.

Requirements

• A bachelor's degree in business, healthcare management, or a related field
• 2+ years experience in the healthcare IT industry
• Experience with healthcare EDI transactions and ANSI X12 message structure (270/271)
• 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
• Experian support is a 24/7 365 responsibility. Flexibility is essential, as there may be a need for evening, overnight, and/or weekend availability

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

• 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