Client Support Representative - Healthcare Revenue Cycle

Experian • Madison, MS

2d • $65,883 - $114,198 • Hybrid

About The Position

As our Healthcare Revenue Cycle, Tier 2 Client Support Representative, you will manage and resolve complex issues escalated from our teams and external clients. You will partner with clients, payers, trading partners, and internal technical teams to investigate, troubleshoot, and resolve issues, while delivering a high level of customer support. You will be a problem solver who can balance technical troubleshooting, client communication, and collaboration in a healthcare technology environment.

Requirements

• 2+ years; experience in healthcare technology, healthcare operations, revenue cycle management, technical support, or a related field
• Experience supporting client-facing software applications
• Experience working with healthcare providers, payers, clearinghouses, or healthcare technology solutions

Nice To Haves

• 2+ year's experience with healthcare workflows, payer processes, and electronic healthcare transactions is beneficial
• 2+ years' experience with healthcare industry standards such as ANSI X12 transactions is beneficial
• 2+ years' experience using CRM or case management systems, such as Salesforce, is beneficial
• Bachelor's degree in business, healthcare management, or a related field is beneficial

Responsibilities

• Troubleshoot and resolve complex product, system, and workflow-related issues.
• Investigate and resolve payer-related and transaction-processing issues.
• Be an escalation point for Customer Support, Client Relationship Management, and other teams.
• Manage a high-volume caseload of support requests, incidents, and inquiries while meeting established service level expectations.
• Communicate with clients through support cases, email, telephone, and virtual meetings to guide issue resolution and maintain client relationships.
• Determine the severity, scope, and effect of reported issues and coordinate appropriate resolution efforts.
• Collaborate with internal technical teams, payers, vendors, and trading partners to investigate and resolve client-affecting issues.
• Analyze, troubleshoot, and maintain client and user configurations.
• Participate in small to medium-sized projects, including testing, implementations, process improvements, and operational plans.
• Create, maintain, and enhance internal and external knowledge base documentation using Knowledge-Centered Service (KCS) best practices.
• Identify recurring issues, trends, and process improvement opportunities and provide recommendations to improve our client experience.
• Maintain a comprehensive understanding of supported products, workflows, and industry standards.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level