Administrative and Customer Support Specialist

HealtheConnections•Syracuse, NY

6h•$40,000 - $55,000

About The Position

HealtheConnections is hiring a customer-focused professional to provide user support through troubleshooting, workflow support, and assistance with departmental special projects. The specialist uses experience and critical thinking to understand customer needs and provide guidance on HealtheConnections’ systems and services. The role supports a large, multifaceted health information exchange and serves as a resource for customers and internal teams. It works closely with customers and colleagues to deliver a high-quality customer experience, support customer service operations, and contribute to continuous improvement initiatives. The position is a primary contact for customer inquiries, service requests, and support issues across phone, email, and ticket channels. It also maintains customer records, user accounts, and system documentation, and supports customer credentialing and customer experience initiatives. The posted salary range is $40,000–$55,000.

Requirements

At least 3 years of customer service, customer support, client services, or related experience.
Experience with CRM, ticketing, or customer support platforms.
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Strong technical aptitude and ability to learn new applications and systems quickly.
Ability to follow established procedures.
Experience working independently and collaboratively within a team environment.
Submit a cover letter with the application.

Nice To Haves

An associate’s degree or higher in Business, Communications, Healthcare Administration, Information Technology, or equivalent experience.
Experience in healthcare, health information exchange, health IT, medical administration, or a technical support environment.
Skills in methodical, detail-oriented tasks; adapting to shifting priorities; following procedures carefully; and helping people identify the root of a problem.

Responsibilities

Serve as a primary point of contact for customer inquiries, service requests, and support issues through phone, email, and tickets.
Act as a subject matter expert on Customer Services processes and how HealtheConnections’ services work.
Troubleshoot and resolve customer issues, ensuring timely follow-up and resolution.
Maintain accurate customer records, user accounts, and system documentation.
Support customer credentialing and customer experience initiatives.
Assist with special projects and support customer service operations and continuous improvement initiatives.