Support Specialist II

Job Description:

Responsibilities for the Support Specialist II

• Provide technical support to customers by researching and answering questions, troubleshooting problems, and optimizing software performance
• Provide outstanding customer service, including timely, concise, and accurate responses, and proactive customer issue management, while handling all customer requests in a professional, positive, and dignified manner
• Provide training and consultation
• Develop knowledge in other domain areas
• Begin working within additional service offerings (Live Chat, Concierge, Phone Line) and participating in NRR-based projects (LOE/SOW)
• Effectively communicate (verbal, listening, and written) with team, leadership, and customers
• Create a positive team environment with motivation and energy
• Gain and maintain the trust and confidence of team members by demonstrating integrity, accountability, and flexibility
• Utilize clearing house to process claims
• Work claims within a 24-hour time period
• Identify rejection trends and work towards reducing them for customers
• Work with managed care networks and insurance carriers to process claims
• Resolve moderate to high complexity/priority requests with consistent quality
• Qualifications of the Support Specialist II
• Utilize clearing house to process claims
• Work claims within a 24-hour time period
• Identify rejection trends and work towards reducing them for customers
• Work with managed care networks and insurance carriers to process claims
• Resolve moderate to high complexity/priority requests with consistent quality
• Qualifications of the Support Specialist II
• Bachelor's degree, or High School diploma with relevant EHR/Software customer service or behavioral health agency; experience may substitute for an undergraduate degree
• 2 years of related experience

Knowledge, Skills, and Abilities of the Support Specialist II

• Ability to ask probing questions based on effective listening
• Is on time and prepared for meetings; can make advanced arrangements when they are not available
• Is able to own and deliver on commitments
• Can proactively assist teammates with request resolutions

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.