Tier Ii Customer Support Representative

Summary

Join Sandata Technologies, an HHAeXchange company, as a Tier II, I/DD Customer Support Representative! This remote position, available in select metro areas, requires providing advanced software support to IDD clients. You will resolve client issues and requests efficiently and professionally, assisting with various aspects of the software, including scheduling, documentation, compliance, and billing. The role demands strong analytical and problem-solving skills, superior customer service, and experience in electronic billing and healthcare. This is a benefits-eligible position offering competitive compensation and a comprehensive benefits package.

Requirements

• 5+ years’ electronic billing experience (Medicaid/Medicare highly preferred)
• 5+ years’ customer service/call center experience in software support
• 5+ years’ IT/Healthcare related experience
• Billing and/or Accounts Receivable experience
• Medical Coding/Billing Subject Matter Expert
• Ability to learn and understand complex workflows related to the healthcare industry
• Ability to move quickly from project to project with attention to detail and accuracy
• Ability to trend data, create, and deliver training
• Proven ability to “divide and conquer” complex problems, then document and communicate solutions
• Superior customer service skills
• Strong interpersonal skills with the ability to work independently and in a team environment
• Strong analytical and problem-solving abilities
• Above-average written, verbal, and listening communication skills
• Strong systems navigation skills
• Skilled in Word, Excel, Adobe, PowerPoint, TFS and other web-based tools

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 recording 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 that Sandata provides, as well as State and Federal regulatory requirements
• Proactively manage ticket aging and trending
• Display flexibility towards work schedule
• Assist in creating and presenting training materials for Tier I and Tier II representatives
• Provide feedback to representatives regarding ticket management and workflow processes
• Manage workload, workflow, and productivity to maximize efficiency
• Participate in Sandata’s client outreach program
• Support team projects as they may occur to enhance the quality or efficiency of support
• Other duties as assigned by supervisor or HHAeXchange leader

Preferred Qualifications

• College degree preferred (Healthcare Administration/Public Health)
• Experience with computer hardware setup, connectivity troubleshooting, and desktop support a plus

Benefits

• Competitive health plans
• Paid time-off
• Company paid holidays
• 401K retirement program with a Company elected match
• Other company sponsored programs